[Hiring] Isp Tech @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.

• 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.

Qualifications

• Configuration skills.
• 6 weeks training – Missing more than 1 day can lead to a drop in the program (internally, will review on a case by case basis).
• First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor’s note.
• Providing a note will count as one instance instead of multiple days of absence (consider this one pass in the first 30 days).
• Planned days off, in advance, would need approval.
• Second time out while on a warning can lead to a drop (unless there is an extenuating circumstance that can be explained and documented).
• NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy.
• After 30 days we will start to measure attendance compliance. This score cannot reach below 92.5% meaning you must be at work 92.

Requirements

• Contract position based out of Raleigh, NC.
• Pay range for this position is $15.50 - $15.50/hr.

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).

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jul 29, 2026.