Under the general direction of and reporting to the Service Desk Manager, the IT Support Specialist (Level I) will primarily focus on identifying and resolving problems on Windows workstations, Office 365 environment, Networking issues and Microsoft Intune. This is an entry-level position. The ideal candidate will possess the ability to work confidently and independently (within our team structure) to provide technical support to all levels of client personnel.
Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.
- Help Desk ticket requests from end users via telephone, email and ticketing system.
- Provide onsite and remote help desk support for laptops, desktops and printers, to include VPN and remote dial-in users.
- Set up and support mobile devices in Microsoft Intune (iOS and Android).
- React to service outages promptly with adherence to standard operating procedures.
- Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications; test fixes to ensure problem has been adequately resolved.
- Participate in on-call rotation.
- Provide training as necessary on software and hardware used and supported by the Company
- Learn appropriate software and hardware used and supported by the organization. To include:
- Windows 11 Enterprise
- Microsoft (software) and Lenovo (hardware)
- Office 365 (Email, Office 365 office suite, OneDrive for Business, MS Teams, SharePoint, etc.)
- Firewall, switching, networking
- Ticketing system (Dynamics Customer Service)
- Remote Management & Monitoring tools
- Mobile Device Management tools
- Maintain excellent communication with all end users and other members of the IT department.
- Follow all company policies and best practices such as accurate time tracking.
Education/Experience:
- Degree in an IT-related field
- IT certification(s) (ex. Microsoft MD-102, Microsoft MS-102, A+, Network+, Security+, etc.), and/or
- Previous IT experience
- Supporting computer hardware and networking desktop support and network troubleshooting, wireless network management, and network security Windows 11 Enterprise desktop support
- Office 365 management, including Exchange Online, Teams, OneDrive for Business/SharePoint, and Entra ID
- Android and iOS mobile device
- Remote Management and Monitoring tools experience
- Experience with documenting all issues and resolution steps using the help desk ticketing system
- Excellent customer service skills, to include verbal and written communication, phone and email etiquette and the ability to develop and maintain excellent working relationships
- Ability to work well in a changing work environment
- Requires advanced knowledge of the English language
- Must have outstanding documentation and record-keeping skills
- Desire and ability to learn new technology
- Proven team player
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 30 pounds at times.
- Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
- Up to 9 paid company holidays
- Paid sick time
- Company-paid Life Insurance ($75,000)
- Company-paid Short-term and Long-term Disability Insurance
- Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
- 401(k) retirement savings plan with company matching
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Criminal background check, pre-employment drug screen, and references are required
- This is an on-site office position and will require the employee to be local in the Raleigh, NC area.
National Power, LLC is an Equal Opportunity/Affirmative Action Employer and VEVRAA federal contractor and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identification or any other status protected under local, state or federal laws.
Skills Required
- Degree in an IT-related field
- IT certification(s) (e.g., Microsoft MD-102, MS-102, A+, Network+, Security+)
- Previous IT/help desk experience
- Experience supporting Windows 11 Enterprise desktops
- Office 365 administration experience (Exchange Online, Teams, OneDrive, SharePoint)
- Experience with Microsoft Intune / Mobile Device Management for iOS and Android
- Networking troubleshooting skills (VPN, firewall, switching, wireless)
- Experience using a ticketing system (Dynamics Customer Service) and documenting resolutions
- Experience with Remote Management and Monitoring tools
- Excellent verbal and written communication and customer service skills
- Ability to lift up to 30 pounds
- On-site work in Raleigh, NC (must be local)
- Ability to pass criminal background check, pre-employment drug screen, and provide references
- Ability to participate in on-call rotation
What We Do
National Power provides efficiently managed power and network infrastructure solutions for the cable, wireless and broadband industries and other businesses and institutions of all sizes. A National Master Distributor for Eaton Power Quality products and the only Industrial Distributor for Generac Generators in the Carolinas, National Power utilizes their full range of products and decades of experience to create back-up power solutions that save you time and money. Whatever your power needs, National Power will customize and implement a back-up solution, from installation to parts and routine service, to keep your business running with Smarter, Nonstop Power.
