ISP Support Technician

The Level 1 Help Desk Technician provides first-line support to end‑users experiencing technical issues. The role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating 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, 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, providing 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.
• Use 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 such as call handling time, quality assurance, and other assigned metrics.
• Perform other duties as assigned.

• Support, Desktop, Troubleshooting, Customer Service, Windows.

• Local to Cedar Rapids IA, Huntsville AL, or Raleigh NC preferred; training is remote.
• 6‑week training starting Monday, June 1.
• After training, schedule requires working on either a Saturday or a Sunday (or both) with two consecutive days off during the week.
• Tier II qualifications: an AA degree or completed education in Computer Science or a related IT field; or two certifications in A+, Sec+, Net+, or CCNA; $1.00 differential for bilingual agents.

Entry Level.

Contract to Hire position based out of Huntsville, AL. The workplace is fully remote.

Pay range: $15.00 – $15.50 per hour. Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plans, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision.
• Critical Illness, Accident, and Hospital coverage.
• 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 position is anticipated to close on May 27, 2026.

The company 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 characteristic protected by law.