ISP Support Technician
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Job Description
Remote Level 1 IT support technician resolving hardware, software, account, and connectivity issues for TEKsystems. Documenting tickets and escalating complex problems to higher-level support teams.
Responsibilities:
- Respond to and resolve a high volume of IT support requests via phone, email, or chat
- Troubleshoot password resets, software installations, hardware issues, operating system problems, connectivity issues, and user account management
- Utilize and contribute to the internal knowledge base for common issues and solutions
- Create, update, and close support tickets, ensuring accurate documentation of issues and resolutions
- Provide excellent customer service with a positive and professional attitude
- Troubleshoot and resolve customer complaints or concerns
- Meet or exceed performance metrics including call handling time, quality assurance, and assigned KPIs
- Escalate complex problems to higher-level support teams
- Perform other duties as assigned
Requirements:
- Proficiency with Windows 10 and Windows 7
- Strong troubleshooting and problem-solving skills
- Experience in a call center or help desk environment
- Ability to multitask and maintain attention to detail
- Reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps
- Ability to work from home with a hard-wired Ethernet connection; cable not provided
- Associate degree or higher in Computer Science or a related IT field is preferred for a higher starting rate
- Two or more certifications such as A+, Security+, Network+, or CCNA are preferred for a higher starting rate
Benefits:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
- 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)
- PC, two monitors, headset, mouse, and keyboard provided
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