[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.

• 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

• Prefer to be local to either their Cedar Rapids IA, Huntsville AL or Raleigh NC centers if possible.
• All schedules after training require working on either a Saturday or a Sunday or both Sat/Sun with two days off back to back during the week.
• The Tier II qualifications would be to have one of the following; candidates who meet one of the criteria below can be started at $15.50/hr:
• AA or some sort of completed education in Computer Science or related IT field.
• Obtained 2 Certifications in A+, Sec+, Net+ or CCNA.
• $1.00 differential upon conversion.

Requirements

• Entry Level.
• This is a Contract position based out of Raleigh, NC.

Benefits

• The pay range for this position is $15.00 - $15.50/hr.
• Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
• 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).

Application Deadline

This position is anticipated to close on Oct 16, 2026.