ISP Technician

Description
Client 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. Client'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
Skills
Support, Windows 10, Install
Top Skills Details
Support,Windows 10,Install
Additional Skills & Qualifications
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
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.
The Tier II qualifications would be to have one of the following; candidates who meet one of the criteria below can be started at $15.50/hr.
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
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Raleigh, NC.
Pay and Benefits
The pay range for this position is $15.50 - $15.50/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
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…