IT Helpdesk Specialist – Tier I, Remote & On-Site Support

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401K with match

Phone stipend

Internet stipend

Travel stipend

Paid time off

Sick leave

Paid holidays

Professional development

Job summary

Net Friends, Inc. is hiring an IT Expert – Tier I based at our headquarters in Durham. You will provide remote and on-site IT support for a variety of businesses around the triangle, with core hours 8:30am - 5:30pm M-F and rotating after-hours on-call. Salary ranges from $45,000 to $50,000.

You’ll join a collaborative Helpdesk and Operations team, owning tasks from investigation to resolution and ensuring excellent customer service with strong technical support capabilities.

Qualifications

• Two-year associate degree or 2+ years related experience in customer support or service roles.
• Customer-focused IT helpdesk experience.
• Comfort with both on-site and remote support.
• Strong communication and documentation skills.

Responsibilities

• Handle inbound customer requests during assigned shifts via queues.
• Perform initial investigations into support requests.
• Respond to SLA requirements and keep documentation updated.
• Conduct client and situational assessments and escalate as needed.
• Provide troubleshooting and problem-solving for hardware, software, server, network, and data backup configurations.
• Assist clients with basic technology training and consultations.

Skills

Customer service

Communication

Time management

Autonomy

Technology enthusiasm

Education

Associate degree

Tools

macOS

Windows OS

Windows Server

Remote support tools

Azure AD

Microsoft 365

Google Workspace

Active Directory

Job description

Net Friends, Inc. is hiring an IT Expert – Tier I based at our headquarters in Durham. You will provide remote and on-site IT support for a variety of businesses around the triangle, with core hours 8:30am - 5:30pm M-F and rotating after-hours on-call. Salary ranges from $45,000 to $50,000.

You’ll join a collaborative Helpdesk and Operations team, owning tasks from investigation to resolution and ensuring excellent customer service with strong technical support capabilities.