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    IT Support Specialist - Raleigh, United States - National Power

    National Power
    National Power Raleigh, United States

    3 weeks ago

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    Description


    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.

    Field incoming help 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, as well as SSL VPN and remote desktop users.

    Set up and support mobile devices (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 10 & Windows 11 (Professional & Enterprise versions)

    Microsoft (software) and Lenovo (hardware)

    VMware (vSphere, ESXi) 5.5, 6.1

    Office 365 (Email, Office 365 office suite, OneDrive for Business, Skype for Business, Teams, SharePoint, etc.)

    Dynamics 365 (Business Central, Field Service)

    Firewall, switching, networking

    Ticketing system

    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.

    Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours to satisfy customer needs and position requirements.

    Education/Experience

    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

    Skills

    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

    Compensation and Benefits

    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

    Physical Requirements

    Prolonged periods sitting at a desk and working on a computer

    Must be able to lift up to 15 pounds at times.


    Additional Info:
    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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