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Net Friends Logo Net Friends · IT - Administration

IT Expert - Tier 1

United States, Durham · Job Posted January 11, 2026
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Job Description

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?

Job Responsibility

  • 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

  • Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support
  • 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

What we offer

  • 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
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