ISP Technician

Summary

TEKsystems is a leading provider of business and technology services, and they are seeking a Level 1 Help Desk Technician to provide first-line support to end-users. This role involves troubleshooting hardware and software problems and resolving basic IT issues while ensuring excellent customer service.

Responsibilities

• 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

• Provide first-line support to end-users experiencing technical issues
• Troubleshoot hardware and software problems
• Resolve basic IT issues
• Escalate 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
• Perform 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
• Provide feedback for improvement
• Create, update, and close support tickets in the IT ticketing systems
• Ensure accurate documentation of all issues and resolutions
• Provide excellent customer service
• Maintain 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
• Support, Desktop, Troubleshooting, Customer service, Windows
• 6 weeks training – Missing more than 1 day can lead to a drop in the program
• First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor's note
• Providing a note will count as one instance instead of multiple days of absence
• Planned days off, in advance, would need approval
• Second time out while on a warning can lead to a drop
• NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy
• After 30 days we will start to measure attendance compliance
• This score can not reach below 92.5% meaning you must be at work 92
• Assigned schedules will be working 2nd shift hours
• 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 majority of the day schedules in this group work both Sat & Sun
• I will align candidates to a specific shift during the interview/G3 if the conversation goes well
• Entry Level
• Contract to Hire position based out of Raleigh, NC
• Pay range for this position is $15.00 - $15.50/hr
• 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 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)
• This is a fully remote position
• 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 for bilingual agents

Qualifications

Must Haves

• Provide first-line support to end-users experiencing technical issues
• Troubleshoot hardware and software problems
• Resolve basic IT issues
• Escalate 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
• Perform 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
• Provide feedback for improvement
• Create, update, and close support tickets in the IT ticketing systems
• Ensure accurate documentation of all issues and resolutions
• Provide excellent customer service
• Maintain 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
• Support, Desktop, Troubleshooting, Customer service, Windows
• 6 weeks training – Missing more than 1 day can lead to a drop in the program
• First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor's note
• Providing a note will count as one instance instead of multiple days of absence
• Planned days off, in advance, would need approval
• Second time out while on a warning can lead to a drop
• NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy
• After 30 days we will start to measure attendance compliance
• This score can not reach below 92.5% meaning you must be at work 92
• Assigned schedules will be working 2nd shift hours
• 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 majority of the day schedules in this group work both Sat & Sun
• I will align candidates to a specific shift during the interview/G3 if the conversation goes well
• Entry Level
• Contract to Hire position based out of Raleigh, NC
• Pay range for this position is $15.00 - $15.50/hr
• 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 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)
• This is a fully remote position

Nice to Haves

• 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 for bilingual agents

Benefits

• 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)