IT Expert - Tier 1

Net Friends; Durham (NC); Hybrid; USD 45,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401K with match

Paid time off

Job summary

Net Friends is seeking an IT Expert – Tier I to join our Durham headquarters. This role provides both remote and on-site IT support for businesses around the triangle, with core hours 8:30am–5:30pm and rotating after-hours on-call.

You will handle inbound requests, investigate issues, document steps, and escalate as needed while delivering strong customer service. A two-year degree or 2+ years of related experience is required.

Qualifications

• Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support.
• Must have strong customer-service orientation and professional communication.
• Experience in a helpdesk/IT support environment is preferred.

Responsibilities

• Handle inbound customer requests during shifts via assigned queues.
• Perform initial investigations into support requests.
• Meet SLA requirements and document activities.
• Conduct client assessments and provide troubleshooting and escalation as needed.
• Engage clients with basic technology training and guidance.

Skills

macOS proficiency

Windows OS support

Windows Server 2012-2022

Remote control software

Tech procedures

IT troubleshooting

Azure AD/M365/Intune

Google Workspace

AD domain security

Education

Associate degree or 2+ years experience

Job description

Friendly, Tech-Savvy, and Ready to Help? Net Friends is hiring!

Are you passionate about analyzing and solving IT issues for clients? Do you want to be a member of a growing Helpdesk team, working with a specialized group of IT experts responsible for being the first line of customer contact, investigating issues and providing solutions? We are hiring an IT Expert – Tier I to be based out of our headquarters in Durham.

YOUR ROLE AND LOCATION

This position will include providing both remote and on-site IT support for a variety of businesses around the triangle. Core business hours are 8:30am - 5:30pm M-F with a rotating after-hours on-call schedule that includes evening and weekend coverage. The salary range for this position is $45,000 -$50,000.

What We’re Looking For

First and foremost, we would love to find a terrific teammate, able to work in a consistently collaborative manner with our Helpdesk and Operations groups (and beyond). Secondly, there are many tasks that need to be completed by an individual taking full ownership of them through resolution; 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.

What You’ll Do

• 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

Technical Knowledge And Skills

• 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

What You Bring To The Table

• 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

Education And Experience

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

WHY SHOULD YOU APPLY?

• We are an equal opportunity employer
• Company-paid health, dental, vision, disability, life, and AD&D insurance for employee, and 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
• We believe in work-life balance; you are a [net] friend

SOME FRIENDLY TIPS

Net Friends considers relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as your IT expertise. We really pay attention to how you introduce yourself in your cover letter. So put your best foot forward!