Support Desk Technician – Level 1 Position Available In Wake, North Carolina

Support Desk Technician – Level 1 eyeNET Security Inc. Cary, NC Job Details Full-time $48,000 – $50,000 a year 1 day ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Customer service Windows Microsoft Office 3 years Dispatching Driver’s License Communication skills Entry level Time management Full Job Description About us eyeNET Security Inc. is a Managed Service Provider in Cary, NC. We provide IT support and professional services to over 50 small businesses in the Triangle. We are a small, lean, hardworking, supportive team. We are seeking a Level 1 Support Desk Technician to join our team. The ideal candidate will provide excellent customer service and technical support for incoming requests and issues related to computer systems, peripherals, software, and hardware. We’re looking for someone with a stellar work ethic, great communication, and a passion for helping people with technology.

GENERAL SUMMARY

Support Desk Technician 1 reports directly to the Director of Services and is the first to address most client issues and support requests. This position is responsible for providing end-user support to 50+ clients, encompassing software, hardware, and connectivity issues, as well as supporting other office hardware (such as VOIP phones, copiers, printers, and scanners) and mobile devices, as well as assisting with in-house and client projects. This position centers around working directly with end users to resolve support requests for workstations and applications of varying complexity, working assigned support desk tickets, and maintaining current knowledge of relevant technologies as assigned. Responsibilities, including but not limited to:

• Support, troubleshoot, and upgrade end-user computer equipment, operating systems, software, and peripherals
• Monitor support desk tickets and provide triage in collaboration with the support desk team
• Compile and maintain internal, client-specific, and process documentation
• Document all work through detailed yet concise time entry
• Maintain an up-to-date schedule of tickets, tasks, and appointments for team reference
• Maintain a high level of communication with clients and team members via phone, video conference, email, and chat
• Prepare for, attend, and contribute to all required company meetings and team-building activities
• Occasional client travel work as needed for client service requests and project work
• Assist with in-house and client projects in collaboration with the project team
• Aiding in the triage and dispatching of incoming client requests Knowledge, Skills, and/or

Abilities Required:

• Extraordinary attention to detail, excellent communication, and customer service skills
• Ability to work independently with a high level of initiative and integrity
• Ability to continually improve and learn independently
• Ability to determine ticket priority and proactively track all open tickets
• Ability to interact positively with clients of varying skill levels
• Strong remote and in-person technical troubleshooting, especially concerning the following: Windows Desktop Operating Systems (Win 10 and later) Microsoft 365 cloud and desktop applications Web Browser applications and settings
• Basic understanding of network connectivity

Job Type:

Full-Time, Salaried, In-person Job Location:

Cary, NC 27511

Required Experience:

Minimum 3 years customer service experience / strong technical skills

Other Requirements:

• Pass a criminal background check
• Valid Driver’s License and transportation
• Ability to lift 25 lbs.

Compensation and Benefits:

Starting Salary:

$48,000 – $50,000

Paid Holidays:

9 days and 2 half-days

PTO:

10 days of vacation, 5 days of sick leave, accrued semi-monthly after 30-day probation.

Insurance:

Enrollment after 30-day probation. Coverage options and a portion of medical insurance premiums for employees (and their families). Coverage options for dental and vision. Life, long-term, and short-term disability coverage and premiums.

• 401

K:

Eligible after 30-day probation.

Safe Harbor Match:

100% up to 3%, 50% up to 5%.

Job Type:

Full-time Pay:

$48,000.00 – $50,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Day shift Monday to Friday No weekends Weekdays Application Question(s): Please tell us about yourself and why you think you would be a good addition to our team. Ability to

Commute:

Cary, NC 27511 (Required) Ability to

Relocate:

Cary, NC 27511: Relocate before starting work (Required)

Work Location:

In person