IT Expert - Tier 1

Net Friends • Durham, NC

4d • Hybrid

About The Position

Net Friends is hiring an IT Expert – Tier I to be based out of their headquarters in Durham. This position will include providing both remote and on-site IT support for a variety of businesses around the triangle. The role involves being the first line of customer contact, investigating issues, and providing solutions as part of a growing Helpdesk team. The ideal candidate is friendly, tech-savvy, passionate about analyzing and solving IT issues, and a terrific teammate able to work collaboratively. This role requires a person who can be relied upon to be a primary tech with a passion for providing great customer service on every encounter, taking full ownership of tasks through resolution.

Requirements

• Proficiency with macOS operating systems and hardware
• Extensive MS Windows OS professional support experience
• Windows Server 2012-2022 operating systems
• Experience using remote control software to provide desktop support
• Experience organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installation
• Experience troubleshooting technical issues involving all manner of hardware, software, server, network, and data backup configurations
• Microsoft tools (Azure AD, Microsoft 365, Microsoft Endpoint Manager)
• Google Workspace administration and support (Gmail, Drive, Calendar, user management, security settings)
• Accounts, Permissions, and Policies in an Active Directory domain environment
• Professional presentation with an approachable personality
• Superior customer service skill rooted in happiness from helping people
• Appropriate spoken and written communication skills, including correct usage of punctuation and grammar
• Ability to work autonomously, managing your own time to complete tasks and meet deadlines
• A love of technology and a job well done

Nice To Haves

• Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support

Responsibilities

• Handling all aspects of inbound customer requests during designated shifts via assigned communication queues
• Performing initial investigations into support requests
• Being accountable for responding to and meeting our SLA requirements
• Establishing and maintaining both customer and internal documentation
• Performing initial (and ongoing) client and situational assessments
• Providing problem-solving, troubleshooting, and proper escalation of issues
• Engaging clients and assisting with consultation and basic technology training

Benefits

• Company-paid health, dental, vision, disability, life, and AD&D insurance for employee
• Additional health insurance plan options available
• 401K plan with match
• Monthly phone, internet, and travel stipend
• Up to three weeks of flexible Paid Time Off (PTO) in year one of employment, increased to four weeks annually after the first year
• Five days of Paid Sick Leave (PSL) annually
• Eight Paid Holidays
• Professional development resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree