IT Support Specialist (Level I)

For nearly 30 years, National Power, LLC (the “Company”) has been in the business of providing the best power solutions with the highest level of customer service.  Located in Raleigh, NC, we are accepting applications to fill an IT Support Specialist (Level I) opening.  If you are self-motivated and committed to delivering superior customer service, we encourage you to apply.

Reporting to the Service Desk Manager, the IT Support Specialist (Level I) will primarily focus on identifying and resolving problems on Windows workstations, Windows servers, Office 365 environment, and networking issues. 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.

1. Field incoming help requests from end users via telephone, email and ticketing system.
2. Provide onsite and remote help desk support for laptops, desktops and printers, to include VPN and remote dial-in users, as well as SSL VPN and remote desktop users.
3. Set up and support mobile devices (iOS and Android).
4. React to service outages promptly with adherence to standard operating procedures.
5. 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.
6. Participate in on-call rotation.
7. Provide training as necessary on software and hardware used and supported by the Company
8. Learn appropriate software and hardware used and supported by the organization.  To include:
   1. Windows 10 & Windows 11 (Professional & Enterprise versions)
   2. Microsoft (software) and Lenovo (hardware)
   3. VMware (vSphere, ESXi) 5.5, 6.1
   4. Office 365 (Email, Office 365 office suite, OneDrive for Business, Skype for Business, Teams, SharePoint, etc.)
   5. Dynamics 365 (Business Central, Field Service)
   6. Firewall, switching, networking
   7. Ticketing system
   8. Remote Management & Monitoring tools
   9. Mobile Device Management tools
9. Maintain excellent communication with all end users and other members of the IT department.
10. Follow all company policies and best practices such as accurate time tracking.
11. Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours to satisfy customer needs and position requirements.

• At least one of the following:
  • Degree in IT related field,
  • IT certification(s) (ex. Microsoft Desktop Support, MCSA, 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 10/11 Professional desktop support
• Office 365 management, including Exchange Online, Teams, OneDrive for Business/SharePoint, and Azure AD
• Backup management
• 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

• Competitive salary commensurate with experience
• Medical, dental, vision, life and disability insurance
• 401(k) retirement savings plan
• Paid time off and paid holidays
• Career advancement opportunities
• 4 hours paid training per week

• Prolonged periods sitting at a desk and working on a computer 
• Must be able to lift up to 15 pounds at times.

• Criminal background check and pre-employment drug screen are required. 

National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. The Company affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.
 

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