ISP Support Technician

Jobs via Dice; Raleigh (NC); 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. In this fully remote role, you will troubleshoot hardware and software issues, resolve IT problems, and escalate complex issues to higher-level teams. Ideal candidates will possess strong problem-solving skills, proficiency in Windows operating systems, and relevant IT certifications. Join a dynamic team focused on delivering exceptional customer service while contributing to an internal knowledge base. This is a fantastic opportunity for entry-level candidates looking to start their career in IT support.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k)

Life insurance

Disability insurance

HSA

Transportation benefits

Employee assistance

Paid time off

Qualifications

• Entry-level position requiring strong problem-solving skills and attention to detail.
• Certifications: A+, Security+, Net+, or CCNA are preferred.

Responsibilities

• Respond to and resolve IT support requests via phone, email, or chat.
• Diagnose and resolve basic hardware and software issues.
• Provide excellent customer service while assisting users.

Skills

Proficiency in Windows 10

Proficiency in Windows 7

Call center support

Troubleshooting

Education

AA in Computer Science or related IT field

Tools

IT ticketing systems

Job description

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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.

Responsibilities

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, including 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 all issues and resolutions.
5. Provide excellent customer service, maintaining a positive and professional attitude while assisting users with their technical issues.
6. Demonstrate strong problem-solving skills and attention to detail, including multi-tasking.
7. Troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude.
8. Meet or exceed performance metrics including call handling time and quality assurance.
9. Perform other duties as assigned.

Skills & Qualifications

• Proficiency in Windows 10, Windows 7, call center support, troubleshooting.
• Education: AA or some completed education in Computer Science or a related IT field.
• Certifications: At least two certifications such as A+, Security+, Net+, or CCNA.

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $15.00 - $15.50/hr. Benefits may include medical, dental & vision, 401(k), life insurance, disability, HSA, transportation benefits, employee assistance, and paid time off. Eligibility depends on job classification and employment duration.

Workplace Type

This is a fully remote position.

Application Deadline

Anticipated to close on May 16, 2025.

About TEKsystems

TEKsystems is a leading provider of business and technology services, working with over 6,000 customers including 80% of the Fortune 500. We focus on strategy, design, and operations to deliver business value. We are committed to diversity and inclusion, considering all applications regardless of protected characteristics.