1st Line Support

Headquartered in Raleigh, the company has grown since 2005 by acquiring regional IT providers. Founded in 2005, we now have 900 employees.

Overview

We are adding a 1st Line Support to our End User Services team. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time. We talk mostly in Slack and hop on quick calls when something needs discussing.

Key responsibilities

• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Keep ticket notes and time entries up to date.
• Connect remote users to VPN and troubleshoot access issues.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Write and update knowledge base articles for common problems.
• Track hardware inventory and warranty status in the asset system.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

Minimum qualifications

• 1-2 years of help desk or desktop support experience.
• High school diploma or GED required. Associate degree in IT preferred.
• Customer service skills and patience with non-technical users.
• CompTIA A+ certification or equivalent hands-on experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Familiarity with Microsoft 365 admin tasks.

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Compensation and benefits

• Paid parental leave.
• Flexible hours.
• Home office setup budget.
• Paid sick days.
• Health insurance through our employer-of-record partner.
• 24 days paid time off.
• Annual salary review.

We are reviewing applications as they arrive, so apply early.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Barleyrun IT, Inc..