ISP Support Technician

TEKsystems•Raleigh, NC

8d•$15 - $16•Remote

About The Position

The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed.

Requirements

Proficiency with Windows 10 and Windows 7.
Strong troubleshooting and problem-solving skills.
Experience in a call center or help desk environment.
Ability to multitask and maintain attention to detail.
Reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps.
Ability to work from home with a hard-wired Ethernet connection (cable not provided).
PC, two monitors, headset, mouse, and keyboard will be provided.

Nice To Haves

Associate degree or higher in Computer Science or a related IT field.
Two or more certifications such as A+, Security+, Network+, or CCNA.

Responsibilities

Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting.
Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management.
Utilize and contribute to the internal knowledge base for common issues and solutions.
Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions.
Provide excellent customer service with a positive and professional attitude.
Troubleshoot and resolve customer complaints or concerns effectively.
Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs.
Perform other duties as assigned.