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Position Overview

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.

Key Responsibilities

+ Respond to and resolve a high volume of 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.

+ Utilize and contribute to the internal knowledge base for common issues and solutions.

+ Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions.

+ Provide excellent customer service with a positive and professional attitude.

+ Troubleshoot and resolve customer complaints or concerns effectively.

+ Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs.

+ Perform other duties as assigned.

Required Skills

+ 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.

Additional Requirements

+ 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).

+ PC, two monitors, headset, mouse, and keyboard will be provided.

Preferred Qualifications Candidates may qualify for a higher starting rate if they meet one of the following:

+ Associate degree or higher in Computer Science or a related IT field.

+ Two or more certifications such as A+, Security+, Network+, or CCNA.

Location

+ Preference for candidates local to Cedar Rapids, IA; Huntsville, AL; or Raleigh, NC.

+ Fully remote candidates will also be considered.

Experience Level

+ Entry Level

Pay and Benefits

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)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 16, 2025.

Pay and Benefits

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)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jun 13, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.