ISP Technician

Job Summary

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.

• Support
• Desktop
• Troubleshooting
• Customer service
• Windows

ISP technicians should be local to either Cedar Rapids, IA;
Huntsville, AL; or Raleigh, NC. Remote candidates are also considered. Training will be 100% remote and begins on Monday, 2/2.

6 weeks paid training.

Assigned schedules will be 1st or 2nd shift hours. Post‑training schedules require working on either a Saturday or a Sunday or both, with two days off back‑to‑back during the week.

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 form of completed education in Computer Science or related IT field.
• Obtained 2 certifications in A+, Sec+, Net+ or CCNA.
• $1.00 differential upon conversion for bilingual agents.

Entry Level

Contract to Hire position based out of Huntsville, AL.

Training starts Monday, 2/2. 6 weeks paid training. Post‑training schedules require work on weekends with two back‑to‑back days off during the week.

The pay range for this position is $15.00 - $15.50/hr 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, plan, or program terms. If eligible, the benefits available for this temporary role may include medical, dental & vision, critical illness, accident, and hospital coverage, 401(k) retirement plan (pre‑tax and Roth post‑tax contributions available), life insurance, short and long‑term disability, health spending account (HSA), transportation benefits, employee assistance program, and time off/leave (PTO, vacation, or sick leave).

January 23, 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.