Job Title

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 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. Pay and Benefits Pay range: $15.00 - $15.50 per hour. Medical, dental & vision Critical illness, accident, and hospital coverage 401(k) retirement plan - pre"‘tax and Roth post"‘tax contributions available Life insurance (voluntary life & AD&D for 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 Apr 29, 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. #J-18808-Ljbffr