IT Support Technician - Tier 1 (Mobile)

$55,000 - $55,000/Yr

Net Friends - Durham, NC

Full-time - Entry Level

Durham, NC

Professional, Scientific, and Technical Services

About the position

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 Support Center 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 for a Support Technician - Tier I (Mobile) to be based out of our headquarters in Durham. 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. This position has an annual salary of $55,000.

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

Requirements

• Proficiency with macOS operating systems and hardware
• Extensive Windows 10 Professional operating system support experience
• 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
• Familiarity with Microsoft tools (Azure AD, Microsoft 365, Microsoft Endpoint Manager)
• Knowledge of Accounts, Permissions, and Policies in an Active Directory domain environment
• Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support

Nice-to-haves

• Organizational skills
• 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

Benefits

• Travel reimbursement
• Internet reimbursement
• AD&D insurance
• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Paid sick time