IT Helpdesk Specialist - Tier I | Remote & On-site Support

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

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.