ISP Technician

TEKsystems•Huntsville, AL

2d•$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. • 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 • Strong problem-solving skills and attention to detail including multi-tasking • 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

Requirements

Support
Desktop
Troubleshooting
Customer service
Windows
Strong problem-solving skills and attention to detail including multi-tasking
Training will start on Monday 3/23.
6 weeks training
All schedules after training require working on either a Saturday or a Sunday or both Sat/Sun with two days off back to back during the week.
The Tier II qualifications would be to have one of the following; candidates who meet one of the criteria below can be started at $15.50/hr.
AA or some sort of completed education in Computer Science or related IT field
obtained 2 Certifications in A+, Sec+, Net+ or CCNA

Nice To Haves

$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