ISP Technician

Job Overview

This remote ISP Technician position is a stepping stone to an IT Help Desk Analyst role, building a foundation for a career in call centers or IT. You will provide fast-paced, inbound technical support. Please note, perfect attendance is required during the 1-month training period.

The company provides technology solutions for 1,500 electric and telephone members in rural America, including integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile, and video. Support a dynamic cooperative with over 800 employees across eight locations.

Duties

• Provide world-class external customer support for an Internet Service Provider in 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 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 initial 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, Cedar Rapids, IA, or Huntsville, AL.
• Remote work from home requires a reliable internet connection, childcare, and minimal distractions.
• Home office must be hardwired into the internet; Wi-Fi or hotspots are not accepted.

Start Date & Equipment

• Start Date: May 18, 2026
• Orientation: Week of May 11, 2026
• Equipment Pick-up: Week of May 11, 2026
• Maintain your own internet connection; a backup plan is required if your home internet fails.

Shift Details

• Candidates select an early, middle, or late 2nd shift schedule.
• 40-hour workweek, 5 days on, 2 days off.
• 8-hour shifts with a 1-hour lunch break.
• Once chosen, schedules are not changeable.
• Shift options:
  • Early-2nd shift: 10 am - 7 pm
  • Middle-2nd shift: 12 pm - 9 pm
  • Late-2nd shift: 3 pm - 12 am
• Two non-consecutive days off per week.
• Must work one Saturday or one Sunday per week.

Metrics & Incentives

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

Job Type & Location

• Contract to Hire position based out of Davenport, IA.

Pay and Benefits

• Pay Range: $15.00 - $15.50/hr.
• Eligibility requirements apply to benefits, which may depend on job classification and length of employment. Benefits are subject to change.
• Available benefits for this temporary role may include: Medical, dental & vision; Critical Illness, Accident, and Hospital insurance; 401(k) Retirement Plan (Pre-tax and Roth options); Life Insurance (Voluntary 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

• Fully remote position.

Application Deadline

• Anticipated close date: April 19, 2026.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. 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.

About TEKsystems Global Services:

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.