[Hiring] ISP Support Technician @TEKsystems

Role Description

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.

Key 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 all 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.

Qualifications

• 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.

Requirements

• 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 not provided).
• PC, two monitors, headset, mouse, and keyboard will be provided.

Preferred Qualifications

• Associate degree or higher in Computer Science or a related IT field.
• Two or more certifications such as A+, Security+, Network+, or CCNA.

Location

• Preference for candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC.
• Fully remote candidates will also be considered.

Job Type & Location

• This is a Contract to Hire position based out of Raleigh, NC.

Pay and Benefits

• The pay range for this position is $15.00 - $15.50/hr.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
• Benefits are subject to change and may be subject to specific elections, plan, or program terms.
• If eligible, the benefits available for this temporary role may include the following:
• 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)

Workplace Type

• This is a fully remote position.

Application Deadline

• This position is anticipated to close on Apr 20, 2026.