ISP Technician
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
- ISP technicians to be LOCAL to either their Cedar Rapids IA, Huntsville AL or Raleigh NC centers if possible.
- Training will start on Monday 2/2.
- Assigned schedules will be working 1st or 2nd shift hours.
- 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.
Nice To Haves
- AA or some sort of completed education in Computer Science or related IT field
- obtained 2 Certifications in A+, Sec+, Net+ or CCNA
- 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
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (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
Number of Employees
5,001-10,000 employees
