Remote ISP Support Technician

TEKsystems • Raleigh, NC

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. The position is fully remote and is a contract-to-hire role based out of Raleigh, NC. Candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC are preferred, but fully remote candidates will also be considered.

The role requires a reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps, and the ability to work from home using a hard-wired Ethernet connection. A cable is not provided. A PC, two monitors, headset, mouse, and keyboard will be provided.

The pay range is $15.50 per hour. Individual compensation within the range depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other job-related factors. Eligibility requirements apply to some benefits, which may depend on job classification and length of employment. Benefits for eligible employees in this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan with pre-tax and Roth post-tax contributions; voluntary life and AD&D insurance for employees and dependents; short- and long-term disability; a Health Spending Account (HSA); transportation benefits; an Employee Assistance Program; and time off or leave, such as PTO, vacation or sick leave.

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.

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.
• Preference for candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC.

Responsibilities

• Respond to and resolve a high volume of 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.
• Utilize and contribute to the internal knowledge base for common issues and solutions.
• Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of 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.

Benefits

• Medical, dental, and vision coverage (if eligible).
• Critical illness, accident, and hospital coverage (if eligible).
• 401(k) retirement plan with pre-tax and Roth post-tax contributions (if eligible).
• Voluntary life and AD&D insurance for the employee and dependents (if eligible).
• Short- and long-term disability (if eligible).
• Health Spending Account (HSA) (if eligible).
• Transportation benefits (if eligible).
• Employee Assistance Program (if eligible).
• Time off or leave, including PTO, vacation, or sick leave (if eligible).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed