ISP Technician Position Available In Wake, North Carolina

Description 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 Windows 10, Windows 7, call center support, Troubleshooting Additional Skills & Qualifications 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+, Security+, Net+ or CCNA.

Experience Level Entry Level