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ISP Support Technician
TEKsystems. Respond to and resolve a high volume of IT support requests via phone, email, or chat .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in troubleshooting and resolving IT support requests, with a strong focus on customer service and performance metrics. Capable of managing multiple tasks while maintaining attention to detail in a remote work environment.
Highest-signal resume keywords
Windows 10 ProficiencyWindows 7 ProficiencyTroubleshooting SkillsHelp Desk ExperienceA+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingPassword ResetsSoftware InstallationsHardware IssuesOperating System ProblemsConnectivity IssuesUser Account ManagementTicket DocumentationPerformance MetricsKPI Management
Soft Skills
Customer ServiceProblem-SolvingAttention to DetailMultitaskingProfessional Attitude
Tools & Technologies
Knowledge BaseSupport Ticket SystemRemote Work Tools
Certifications & Qualifications
A+ CertificationSecurity+ CertificationNetwork+ CertificationCCNA Certification
Industry Keywords
IT SupportCall CenterHelp DeskTechnical SupportRemote Work
About the role
Key responsibilities & impact- Respond to and resolve a high volume of IT support requests via phone, email, or chat
- Troubleshoot password resets, software installations, hardware issues, 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, ensuring accurate documentation of issues and resolutions
- Provide excellent customer service with a positive and professional attitude
- Troubleshoot and resolve customer complaints or concerns
- Meet or exceed performance metrics including call handling time, quality assurance, and assigned KPIs
- Escalate complex problems to higher-level support teams
- Perform other duties as assigned
Requirements
What you’ll need- 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
- 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
- Associate degree or higher in Computer Science or a related IT field is preferred for a higher starting rate
- Two or more certifications such as A+, Security+, Network+, or CCNA are preferred for a higher starting rate
Benefits
Comp & perks- Medical, dental & vision
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
- 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)
- PC, two monitors, headset, mouse, and keyboard provided