IT Expert - Tier 1

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? If so, please come apply! We are hiring an IT Expert – Tier I to be based out of our headquarters in Durham.YOUR ROLE AND LOCATIONThis 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 ForFirst 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 DoYou will assist in the following duties:Handling all aspects of inbound customer requests during designated shifts via assigned communication queuesPerforming initial investigations into support requestsBeing accountable for responding to and meeting our SLA requirementsEstablishing and maintaining both customer and internal documentationPerforming initial (and ongoing) client and situational assessmentsProviding problem-solving, troubleshooting, and proper escalation of issuesEngaging clients and assisting with consultation and basic technology trainingTechnical Knowledge And SkillsProficiency with macOS operating systems and hardwareExtensive MS Windows OS professional support experienceWindows Server 2012-2022 operating systemsExperience using remote control software to provide desktop supportExperience organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installationExperience troubleshooting technical issues involving all manner of hardware, software, server, network, and data backup configurationsMicrosoft 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 environmentWhat You Bring To The TableProfessional presentation with an approachable personalitySuperior customer service skill rooted in happiness from helping peopleAppropriate spoken and written communication skills, including correct usage of punctuation and grammarAbility to work autonomously, managing your own time to complete tasks and meet deadlinesA love of technology and a job well doneEducation And ExperienceTwo-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 employerCompany-paid health, dental, vision, disability, life, and AD&D insurance for employee, and additional health insurance plan options available401K plan with matchMonthly phone, internet, and travel stipendUp to three weeks of flexible Paid Time Off (PTO) in year one of employment, increased to four weeks annually after the first yearFive days of Paid Sick Leave (PSL) annuallyEight Paid HolidaysProfessional development resourcesWe believe in work-life balance; you are a [net] friendSOME FRIENDLY TIPSNet 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!READY TO BECOME A [NET] FRIEND?If you think this is a good fit, apply online today. We would love to meet you!Powered by JazzHRsuubHg6Ed2