IT Expert - Tier 1

Net Friends, Inc. • Durham, NC

4d • $45,000 - $50,000

About The Position

Net Friends is hiring an IT Expert – Tier I to provide the first line of customer contact for its Helpdesk team. The role provides remote and on-site IT support to a variety of businesses around the Triangle and is based at the company’s headquarters in Durham. The position requires a collaborative teammate who takes ownership of tasks through resolution and delivers excellent customer service. 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 evening and weekend coverage. The stated salary range is $45,000–$50,000.

Requirements

• Proficiency with macOS operating systems and hardware.
• Extensive professional support experience with Microsoft Windows operating systems.
• Knowledge of Windows Server 2012–2022 operating systems.
• Experience using remote-control software to provide desktop support.
• Experience 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.
• Approachable, professional presentation and strong customer-service skills.
• Appropriate spoken and written communication skills, including correct punctuation and grammar.
• Ability to work autonomously, manage time, complete tasks, and meet deadlines.
• A two-year associate degree or at least two 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.
• Conduct initial investigations into support requests.
• Respond to and meet service-level agreement (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 with clients and provide consultation and basic technology training.
• Provide remote and on-site IT support.

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 employer match.
• 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