Job summary

Des Moines

Work model

Hybrid · 5 days home
5 days ago
Job description

ISP Technician - Remote

This position is the step before the Help Desk Analyst title, building a foundation of IT Help Desk skills for a call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support.

Overview

The company provides solutions that help its 1,500 electric and telephone members bring the advantages of today's evolving technology to rural America. Solutions are developed specifically to meet the needs of rural utilities and their customers, including integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile, and video. Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.

Duties

  • Provide world-class external customer support for an Internet Service Provider within a 24x7x365 environment.
  • Answer technical support calls, chats, and emails professionally, adhering to company and departmental policies.
  • Manage a volume of 50-75 tickets per 8-hour shift.
  • Learn and support 50+ client accounts, navigating unique computer systems for each member.
  • Assist customers in diagnosing voice, data, video, and connectivity issues.
  • Answer questions and provide solutions for an optimal customer experience.
  • Troubleshoot internet, cable, and modem issues for business and residential customers.
  • Document and record phone calls within multiple ticketing systems.
  • Provide backup assistance for other Technical Support Representatives.
  • Call hopping and call avoidance are heavily monitored.
  • Daily attendance is monitored; only 1 absence per month is allowed during the first few months.

Technical Skills Required

  • Cable, Modem, Internet
  • Phone, Email & Web Chat Support
  • Networking & Telecommunications
  • Troubleshooting
  • Ticketing System
  • Google IT Professional or studying for CompTIA

Location Requirements

  • Must reside within 90 miles of:
    • Raleigh, NC
    • Des Moines, IA
    • Huntsville, AL
  • Your remote work-from-home address must remain within 90 miles of a corporate office.

Start Date & Equipment

  • Start Date: May 18, 2026
  • Orientation: Week of May 11, 2026
  • Equipment pick-up: Week of May 11, 2026
  • You will need to maintain your own internet connection.
  • A backup internet plan is required if your home internet goes down.

Shift Details

  • Candidates will choose an early, middle, or late 2nd shift schedule.
  • 40-hour workweek, 5 workdays, 2 off days.
  • 8-hour shift with a 1-hour lunch.
  • Once a schedule is chosen, it cannot be changed.
  • Available shifts:
    • Early-2nd shift (10 am - 7 pm)
    • Middle-2nd shift (12 pm - 9 pm)
    • Late-2nd shift (3 pm - 12 am)
  • 2 days off per week, not consecutive.
  • Will work 1 Saturday or 1 Sunday per week.

Work Environment

  • Work from home: Requires reliable internet, childcare, and minimal distractions.
  • Home office must be hardwired into the internet; Wi-Fi or hotspots are not accepted.
  • Performance and Attendance Evaluations are conducted.

Metrics & Incentives

  • Payouts are based on 5 Key Performance Indicators:
    • AHT (Average Handle Time)
    • Schedule Adherence
    • QA Scores
    • Attendance
    • Ticket Errors
  • Payouts are forfeited if on verbal or written warning.
  • Salary increase after 4 months.
  • 401K & PTO opportunities.

Job Type & Location

This is a Contract to Hire position based out of Des Moines, IA.

Pay and Benefits

  • Pay Range: $15.00 - $15.50/hr.
  • Benefits may include: Medical, dental & vision, Critical Illness, Accident, and Hospital insurance, 401(k) Retirement Plan, Life Insurance, Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave). Eligibility requirements apply.

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Apr 19, 2026.

About TEKsystems: TEKsystems is a leading provider of business and technology services, accelerating business transformation for customers. With 80,000 employees and over 6,000 clients, including 80% of the Fortune 500, TEKsystems offers Full-Stack Technology Services and Talent Services.

TEKsystems is an Allegis Group company.

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.