ISP Technician

TEKsystems; Cedar Rapids (IA); 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. This role offers the opportunity to troubleshoot hardware and software issues while delivering exceptional customer service. As part of a dynamic team, you will handle a high volume of IT support requests, contribute to an internal knowledge base, and ensure accurate documentation of issues. This fully remote position provides a supportive environment where you can develop your skills and grow your career in IT. If you're passionate about technology and helping others, this is the perfect opportunity for you.

Benefits

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Savings Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation, Sick Leave)

Qualifications

• Entry-level position requiring strong troubleshooting skills and customer service.
• Ability to manage multiple support requests effectively.

Responsibilities

• Provide first-line support for technical issues via phone, email, or chat.
• Diagnose and resolve hardware/software problems and escalate when necessary.
• Maintain accurate documentation of support tickets and resolutions.

Skills

Windows 10

Windows 7

Call center support

Troubleshooting

Education

Entry Level

Job 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, 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 continuous 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 capabilities.
7. Troubleshoot and resolve customer complaints or concerns effectively, maintaining a positive attitude.
8. Meet or exceed performance metrics such as call handling time, quality assurance, and other relevant metrics.
9. Perform additional duties as assigned.

Skills

• Windows 10, Windows 7
• Call center support
• Troubleshooting

Additional Skills & Qualifications

Entry Level

Pay and Benefits

The pay range for this position is $15.00 - $15.50/hr. Eligibility requirements apply to some benefits, which may depend on job classification and employment length. Benefits are subject to change and specific plan terms. Available benefits may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth options)
• Life Insurance (Voluntary Life & AD&D)
• Short and long-term disability
• Health Savings Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

Anticipated closing date is May 20, 2025.

About TEKsystems and TEKsystems Global Services

We are a leading provider of business and technology services, helping clients accelerate digital transformation. With a team of 80,000+ professionals, we serve over 6,000 customers worldwide, including 80% of the Fortune 500 companies. Our expertise spans strategy, design, execution, and operations, delivering measurable business outcomes and positive community impacts. TEKsystems and TEKsystems Global Services are part of Allegis Group. Learn more at TEKsystems.com.

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