IT Expert - Tier 1

Net Friends • Durham, NC

3d • $45,000 - $50,000 • Onsite

About The Position

Net Friends is hiring an IT Expert – Tier I for its headquarters in Durham. The role provides remote and on-site IT support to a variety of businesses in the Triangle and serves as a first point of contact for customer requests. The IT Expert investigates issues, provides solutions, delivers customer service, and works collaboratively with the Helpdesk and Operations groups. The role requires taking ownership of assigned tasks through resolution and meeting service-level requirements.

Core business hours are 8:30 a.m. to 5:30 p.m., Monday through Friday, with a rotating after-hours on-call schedule that includes evenings and weekends. The salary range is $45,000–$50,000.

Requirements

• Proficiency with macOS operating systems and hardware.
• Extensive professional support experience with Microsoft Windows operating systems.
• Experience with Windows Server 2012–2022.
• Experience using remote-control software for desktop support.
• Experience organizing and following complex or detailed technical procedures for desktop hardware and software installation.
• Experience troubleshooting hardware, software, server, network, and data-backup configurations.
• Knowledge of Microsoft tools including Azure AD, Microsoft 365, and Microsoft Endpoint Manager.
• Google Workspace administration and support experience, including Gmail, Drive, Calendar, user management, and security settings.
• Experience with accounts, permissions, and policies in an Active Directory domain environment.
• Professional presentation and an approachable personality.
• Superior customer-service skills and enjoyment of helping people.
• Appropriate spoken and written communication skills, including correct punctuation and grammar.
• Ability to work autonomously, manage time, complete tasks, and meet deadlines.
• Interest in technology and doing quality work.
• Two-year associate degree or at least 2 years of related experience and/or training, specifically service-industry experience and customer support.

Responsibilities

• Handle inbound customer requests during designated shifts through assigned communication queues.
• Perform initial investigations into support requests.
• Respond to and meet SLA requirements.
• Establish and maintain customer and internal documentation.
• Perform initial and ongoing client and situational assessments.
• Troubleshoot and solve problems, escalating issues appropriately.
• Engage clients and assist with consultation and basic technology training.
• Provide remote and on-site IT support for businesses in the Triangle.
• Take ownership of assigned tasks through resolution and collaborate with Helpdesk and Operations groups.

Benefits

• Company-paid health, dental, vision, disability, life, and AD&D insurance for the employee, with additional health insurance plan options available.
• 401(k) plan with matching.
• Monthly phone, internet, and travel stipend.
• Up to three weeks of flexible paid time off in the first year, increasing to four weeks annually after the first year.
• Five days of paid sick leave annually.
• Eight paid holidays.
• Professional development resources.

What This Job Offers

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