ISP Support Technician

TEKsystems•Raleigh, NC

9d•$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

Windows 10
Support
Help desk
Help desk support
Troubleshooting
Technical support
Strong problem-solving skills and attention to detail including multi-tasking

Nice To Haves

LOCAL to either their Cedar Rapids IA, Huntsville AL or Raleigh NC centers if possible.
AA or some sort of completed education in Computer Science or related IT field
obtained 2 Certifications in A+, Sec+, Net+ or CCNA
candidates who meet one of the criteria below can be started at $15.50/hr.
$1.00 differential upon conversion for bilingual agents

Responsibilities

Respond to and resolve a high volume of initial 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
Contribute to and utilize the internal knowledge base for common issues and solutions and provide feedback for improvement
Create, update, and close support tickets in the IT ticketing systems, ensuring accurate documentation of all issues and resolutions
Provide excellent customer service, maintaining a positive and professional attitude while assisting users with their technical issues
Effectively troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude.
Meet or exceed performance metrics including call handling time, quality assurance, and other metrics as assigned
Perform other duties as assigned