Net Friends · 18 hours ago
IT Expert - Tier 1
Durham, NC
Full-time
Hybrid
Entry, Mid Level
2+ years expNet Friends is a growing company seeking an IT Expert – Tier I to join their Helpdesk team. The role involves providing remote and on-site IT support, handling customer requests, troubleshooting issues, and ensuring service level agreements are met.
Cyber SecurityInformation TechnologyNetwork SecurityService Industry
Responsibilities
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
Qualification
Required
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
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
Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support
Benefits
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
Company
Net Friends
Net Friends provides managed IT services, managed infrastructure services, IT staffing, and cybersecurity for businesses of all sizes.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John Snyder
CEO
Joel Abney
Chief Operating Officer
Recent News
2025-02-18
Company data provided by crunchbase