ISP Support Technician
About The Position
The Level 1 Help Desk Technician provides first-line technical support to end users. The role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams. Support requests are handled by phone, email, or chat, with accurate documentation maintained in the IT ticketing system. The position is fully remote, with training beginning Monday 11/30. After training, schedules require working Saturday, Sunday, or both, with two consecutive weekdays off. This is a contract-to-hire position based out of Raleigh, North Carolina.
Requirements
- Strong problem-solving skills and attention to detail.
- Ability to multitask.
- Strong desktop support and troubleshooting skills.
- Experience or skills supporting Windows 10.
Nice To Haves
- Preferably local to the Cedar Rapids, Iowa; Huntsville, Alabama; or Raleigh, North Carolina centers; fully remote candidates will also be considered.
- For Tier II qualification and the stated $15.50-per-hour starting rate, candidates may have an associate degree or some completed education in Computer Science or a related IT field, or two certifications among A+, Sec+, Net+, or CCNA.
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 use the internal knowledge base for common issues and solutions, providing feedback for improvement.
- Create, update, and close support tickets in IT ticketing systems, accurately documenting issues and resolutions.
- Provide excellent customer service while assisting users with technical issues, maintaining a positive and professional attitude.
- Troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude.
- Meet or exceed performance metrics, including call handling time and quality assurance.
Benefits
- Medical, dental, and vision coverage
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan, with pre-tax and Roth post-tax contributions available
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
