ISP Technician

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.

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.

• 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

Support, Desktop, Troubleshooting, Customer service, Windows

Top Skills Details

Support,Desktop,Troubleshooting

Additional Skills & Qualifications

NRTC wants a group of 25 ISP technicians to be LOCAL to either their Cedar Rapids IA, Huntsville AL or Raleigh NC centers if possible. Will consider fully remote candidates as well. Expectation is that training will be 100% remote. LOCAL Cedar Rapids candidates will pick up equipment from NRTC the Friday before the project starts. All other ISP techs will have equipment shipped out to them directly.

Training will start on Monday 6/1.

• 6 weeks training – Missing more than 1 day can lead to a drop in the program. (internally, will review on a case by case basis)

• 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. (consider this one pass in the first 30 days)

• Planned days off, in advance, would need approval.

• Second time out while on a warning can lead to a drop. (unless there is an extenuating circumstance that can be explained and documented.) Willing to consider on a case by case basis.

• 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

Experience Level

Entry Level

This is a Contract to Hire position based out of Cedar Rapids, IA.

The 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 the following:

• 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.