ISP Support Technician

MedStar Health; Cedar Rapids (IA); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company offers a fully remote contract to hire position for a Level 1 Help Desk Technician. The role involves providing first-line technical support, troubleshooting hardware and software issues, and ensuring excellent customer service. Ideal for recent grads or those with relevant experience, with opportunities for bonuses and health benefits.

Benefits

Eligible for monthly bonuses

Medical, dental, vision benefits

401(k) and life insurance

Disability and HSA benefits

Qualifications

• Experience in IT troubleshooting and customer support required.
• Relevant education or certifications preferred.

Responsibilities

• Provide first-line support to end-users experiencing technical issues.
• Troubleshoot hardware and software problems, including operating system issues.
• Create, update, and close support tickets in the IT ticketing systems.

Skills

Troubleshooting

Support

Customer service

Education

AA or some completed education in Computer Science or related IT field

Certifications in A+, Sec+, Net+ or CCNA

Job description

*Description - fully remote (work from home), 4 month contract to hire, PERFECT for recent college grads or those with some call center/IT troubleshooting experience to find great long-term employment. A great next step in the direction of your career!*

*Eligible for monthly bonuses after your first 4 months!*

Role Overview

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
• Perform other duties as assigned

Skills & Qualifications

• Troubleshooting, Support, Customer service

Top Skills Details: Troubleshooting, Support, Customer service

Additional Skills & Qualifications: Training will start on Monday 7/7. 6 weeks training; missing more than 1 day can lead to a drop in the program. First 30 days on the floor; any absence can lead to a final warning. Planned days off need prior approval. Second absence while on warning can lead to drop. NCNS (no call no show) most likely results in drop. Attendance compliance starts after 30 days, must be at least 92.5%. Schedules are 2nd shift, including weekends with two days off during the week. Candidates must be open to working weekends.

Tier II qualifications include: AA or some completed education in Computer Science or related IT field, or 2 Certifications in A+, Sec+, Net+ or CCNA. Starting pay for Tier II is $15.50/hr.

Pay & Benefits

The pay range is $15.00 - $15.50/hr. Benefits may include medical, dental, vision, critical illness, accident, hospital coverage, 401(k), life insurance, disability, HSA, transportation benefits, EAP, PTO, and vacation or sick leave. Eligibility depends on employment status and length.

Workplace & Application Details

This is a fully remote position. Application deadline is June 27, 2025.

About TEKsystems

TEKsystems helps clients activate ideas and solutions to leverage new opportunities. With 80,000 employees and over 6,000 clients, including 80% of the Fortune 500, TEKsystems is a leader in technology services. We are committed to diversity and equal opportunity employment.