IT Expert

Net Friends, Inc. • New Caledonia, AR

4d • Hybrid

About The Position

Are you passionate about analyzing and solving IT issues for clients? At Net Friends, our aim is to deliver an amazing, seamless experience to our customers. We do this by hiring great people who are friendly, energetic, and passionate about their work; this enables our clients to receive the best in technological consultation and customer service. We constantly strive to preserve and improve our existing company culture, which allows our team members to have an enviable work-life balance. Join us!

YOUR ROLE AND LOCATION
As an IT Expert within our Operations teams, you’ll provide both remote and on-site IT support to a diverse group of customers throughout the Raleigh-Durham metro area. This role reports to our headquarters in Durham, NC, as well as to customer sites in nearby counties; with core hours from 8:30 am to 5:30 pm, Monday through Friday, and a rotating on-call schedule for evenings and weekends.

WHAT WE’RE LOOKING FOR
We’re looking for an IT support technician with skills in computer hardware configuration, implementation, cloud computing tasks, and network troubleshooting. Excellent customer service skills are essential, as this role involves working directly in client environments to provide on-site support. You should be able to work confidently and independently within a team structure, supporting clients at all levels. Collaboration within our Operations teams is key, and we’re seeking someone who can take full ownership of tasks and see them through to resolution. This role requires a reliable, proactive technician with a commitment to delivering outstanding customer service in every interaction.

EDUCATION AND PREVIOUS EXPERIENCE
Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience, customer support, or customer-facing IT positions.
TECHNICAL KNOWLEDGE AND SKILLS
Extensive Windows 10/11 Professional operating system support experience
Proficiency with macOS operating systems and hardware
Experience with Google Workspace
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)
Accounts, Permissions, and Policies in an Active Directory domain environment

Requirements

• Skills in computer hardware configuration, implementation, cloud computing tasks, and network troubleshooting
• Excellent customer service skills
• Ability to work confidently and independently within a team structure, supporting clients at all levels
• Collaboration within our Operations teams is key
• Commitment to delivering outstanding customer service in every interaction
• Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience, customer support, or customer-facing IT positions
• Extensive Windows 10/11 Professional operating system support experience
• Proficiency with macOS operating systems and hardware
• Experience with Google Workspace
• 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)
• Accounts, Permissions, and Policies in an Active Directory domain environment
• Professional presentation with an approachable personality
• Superior customer support
• Professional spoken and written communication skills, including correct usage of punctuation and grammar
• The ability to pay attention to specified task duration and accurately track time
• Reliable transportation
• Ability to work autonomously, managing your own time to complete tasks and meet deadlines

Nice To Haves

• Microsoft Modern Desktop Administrator Associate (MDAA) certification
• Microsoft tools knowledge (Azure AD, Microsoft Intune/Endpoint Manager, Microsoft 365)
• Windows Server 2012-2022 operating systems
• Microsoft Azure Fundamentals (AZ-900) certification
• AWS certifications
• Apple and Linux certifications
• Network+ certification

Responsibilities

• Provide both remote and on-site IT support to a diverse group of customers
• Provide on-site support in client environments
• Take full ownership of tasks and see them through to resolution

Benefits

• We are an equal opportunity employer
• Company-paid health, dental, vision, disability, life, and AD&D insurance for employee, and additional health insurance plan options available
• 401K and Roth 401k plan with match
• Monthly phone, internet, and travel stipend
• 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
• We believe in work-life balance; you are a [net] friend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree