ISP Technician

TEKsystems•Cedar Rapids, IA

1d•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

Strong problem-solving skills and attention to detail including multi-tasking
6 weeks training – Missing more than 1 day can lead to a drop in the program. (internally, will review on a case by case basis)
First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor’s note. Providing a note will count as one instance instead of multiple days of absence. (consider this one pass in the first 30 days)
Planned days off, in advance, would need approval.
Second time out while on a warning can lead to a drop. (unless there is an extenuating circumstance that can be explained and documented.) Willing to consider on a case by case basis.
NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy.
After 30 days we will start to measure attendance compliance. This score can not reach below 92.5% meaning you must be at work 92

Nice To Haves

Support
Desktop
Troubleshooting
Customer service
Windows

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