ISP Support Technician

TEKsystems; Huntsville (AL); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Level 1 Help Desk Technician to provide first-line support to end-users with technical issues. This remote role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating complex problems to higher-level support teams. Ideal candidates will have proficiency in Windows operating systems and experience in call center support. Join a dynamic team dedicated to delivering exceptional customer service and contributing to a collaborative knowledge base. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you!

Benefits

Medical, dental & vision insurance

401(k) retirement plan

Life insurance

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Paid time off (PTO)

Vacation and sick leave

Qualifications

• Entry-level position requiring basic IT support skills.
• Proficiency in Windows operating systems is essential.

Responsibilities

• Provide first-line IT support for hardware and software issues.
• Respond to IT support requests via phone, email, or chat.
• Create and manage support tickets in the IT ticketing system.

Skills

Windows 10

Windows 7

Call Center Support

Troubleshooting

Education

AA in Computer Science

Certifications in A+, Security+, Net+, CCNA

Job description

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.

1. 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.
2. Diagnose and resolve basic hardware and software issues, such as operating system problems, connectivity issues, and user account management.
3. Contribute to and utilize the internal knowledge base for common issues and solutions, providing feedback for improvement.
4. Create, update, and close support tickets in the IT ticketing systems, ensuring accurate documentation of issues and resolutions.
5. Provide excellent customer service, maintaining a positive and professional attitude while assisting users with technical issues.
6. Demonstrate strong problem-solving skills and attention to detail, including multi-tasking.
7. Troubleshoot and resolve customer complaints or concerns positively.
8. Meet or exceed performance metrics, including call handling time and quality assurance.
9. Perform other duties as assigned.

Skills

• Proficiency in Windows 10 and Windows 7.
• Experience with call center support and troubleshooting.

Additional Skills & Qualifications

The Tier II qualifications include having one of the following; candidates meeting at least one criterion can be started at $15.50/hr:

• AA or some completed education in Computer Science or a related IT field.
• Obtained 2 Certifications in A+, Security+, Net+, or CCNA.

Experience Level

Entry Level

Pay and Benefits

The pay range is $15.00 - $15.50/hr. Eligibility for benefits depends on job classification and employment length, and benefits are subject to change. Possible benefits include:

• Medical, dental & vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan with pre-tax and Roth contributions
• Life insurance (voluntary for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off (PTO, vacation, sick leave)

Workplace Type

This is a fully remote position.

Application Deadline

Closing date is anticipated to be May 9, 2025.

About TEKsystems and TEKsystems Global Services

We are a leading provider of business and technology services, helping accelerate business transformation. Our expertise spans strategy, design, execution, and operations, delivering solutions that unlock business value. With a team of 80,000, we serve over 6,000 customers, including 80% of the Fortune 500, across North America, Europe, and Asia. We are committed to building tomorrow through delivering business outcomes and positively impacting our communities. TEKsystems and TEKsystems Global Services are part of Allegis Group. Learn more at TEKsystems.com.

The company is an equal opportunity employer, considering all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, or protected characteristics.