Remote ISP Support Technician

TEKsystems•Cedar Rapids, IA

3d•$16 - $16•Remote

About The Position

The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. The role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed. This is a fully remote contract-to-hire position based out of Cedar Rapids, Iowa. Candidates local to Cedar Rapids, Iowa; Huntsville, Alabama; or Raleigh, North Carolina are preferred, and fully remote candidates will also be considered. The position pays $15.50 per hour. Individual compensation may depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligible benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and time off or leave, including PTO, vacation or sick leave. Eligibility requirements and plan terms apply.

Requirements

Proficiency with Windows 10 and Windows 7.
Strong troubleshooting and problem-solving skills.
Experience in a call center or help desk environment.
Ability to multitask and maintain attention to detail.
Reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps.
Ability to work from home with a hard-wired Ethernet connection; cable is not provided.

Nice To Haves

Associate degree or higher in Computer Science or a related IT field; candidates may qualify for a higher starting rate.
Two or more certifications such as A+, Security+, Network+, or CCNA; candidates may qualify for a higher starting rate.
Candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC are preferred.

Responsibilities

Respond to and resolve a high volume of IT support requests by 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.
Use and contribute to the internal knowledge base for common issues and solutions.
Create, update, and close support tickets in the IT ticketing system, accurately documenting issues and resolutions.
Provide excellent customer service with a positive and professional attitude.
Troubleshoot and resolve customer complaints or concerns effectively.
Meet or exceed performance metrics, including call handling time, quality assurance, and other assigned KPIs.
Perform other duties as assigned.