ISP Support Technician
Not Disclosed•ContractorRemote
location_on2215, The Circle, Bloomsbury, Five Points, Raleigh, Wake County, North Carolina, 27608, United States
About TEKsystems
We are partners in transformation, helping clients activate ideas and solutions to take advantage of a new world of opportunity. As a team of 80,000 strong, we work with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services and Talent Services, we work with progressive leaders to drive change. We are strategic thinkers and hands-on collaborators, helping customers capitalize on change and master the momentum of technology while building tomorrow by delivering business outcomes and making positive impacts in our global communities.
About the Role
As a Level 1 Help Desk Technician, you will serve as the first line of defense for end-users experiencing technical issues. This role is designed to resolve a high volume of IT support requests via phone, email, or chat, ensuring a positive and professional customer experience. You will diagnose and resolve basic hardware and software problems, manage user accounts, and maintain accurate documentation in our ticketing system. Your work directly contributes to the internal knowledge base, helping to streamline solutions for common issues. While you will handle routine tasks like password resets and software installations, you will also identify when complex problems require escalation to higher-level support teams. Success in this role requires the ability to multitask effectively while maintaining attention to detail and meeting performance metrics.
Hiring Process
This is a Contract to Hire position. Candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC are preferred, though fully remote candidates will also be considered. The role requires a reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps, utilizing a hard-wired Ethernet connection. A PC, two monitors, headset, and keyboard will be provided. The position is anticipated to close on April 20, 2026.
Equal Opportunity
TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
Work location
Work model: Remote
2215, The Circle, Bloomsbury, Five Points, Raleigh, Wake County, North Carolina, 27608, United States
Raleigh, North Carolina
Key Responsibilities
- check_circleRespond to and resolve high volume IT support requests via phone, email, or chat
- check_circleDiagnose and resolve basic hardware and software issues including OS and connectivity problems
- check_circleCreate, update, and close support tickets with accurate documentation in the IT system
- check_circleUtilize and contribute to the internal knowledge base for common issues and solutions
- check_circleMeet performance metrics including call handling time and quality assurance KPIs
- check_circleManage user account creation, password resets, and software installations
- check_circleTroubleshoot and resolve customer complaints while maintaining professional service standards
Requirements
- verifiedProficiency with Windows 10 and Windows 7
- verifiedExperience in a call center or help desk environment
- verifiedAssociate degree or higher in Computer Science or related IT field
- verifiedTwo or more certifications (A+, Security+, Network+, or CCNA)
- verifiedReliable internet connection with minimum 20 Mbps download and 5 Mbps upload
- verifiedHard-wired Ethernet connection for remote work
Nice to Have
Associate degree or higher in Computer Science or a related IT field. Two or more certifications such as A+, Security+, Network+, or CCNA. Local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC.
Benefits & Perks
check_circleMedical, dental & vision insurancecheck_circleCritical Illness, Accident, and Hospital insurancecheck_circle401(k) Retirement Plan with pre-tax and Roth post-tax contributionscheck_circleLife Insurance including Voluntary Life & AD&D for employee and dependentscheck_circleShort and long-term disability insurancecheck_circleHealth Spending Account (HSA)check_circleTransportation benefitscheck_circleEmployee Assistance Programcheck_circleTime Off/Leave including PTO, Vacation or Sick Leave
