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. The position is a Contract to Hire role. Training will be 100% remote and lasts for 6 weeks. After training, the role requires working 2nd shift hours, including weekends (Saturday or Sunday, or both), with two consecutive days off during the week. The majority of schedules involve working both Saturday and Sunday. Candidates local to Cedar Rapids, IA, Huntsville, AL, or Raleigh, NC are preferred, but fully remote candidates will be considered. Equipment will be picked up locally on the Friday before training or shipped directly to remote candidates. Strict attendance policies are in place during training and the first 30 days on the floor.
Requirements
- Strong problem-solving skills and attention to detail including multi-tasking
- Support
- Desktop
- Troubleshooting
- Customer service
- Windows
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
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
Associate degree
