IT Tech Support - Tier 1 Analyst (Hybrid)
Effortless Office is a Hybrid Managed Services Provider focused on delivering secure cloud solutions and comprehensive managed IT services. The Tier 1 Support Analyst will be the first point of contact for clients, providing troubleshooting support for hardware, application, and network-related issues while ensuring a high-quality customer experience.
Responsibilities
- Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system
- Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals
- Assist with basic software installations, updates, and patches
- Support client onboardings by creating new user accounts and spin up their VMs
- Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly
- Identify complex issues that cannot be resolved at the Tier 1 level and escalate, while ensuring smooth communication with the client and appropriate hand-off
- Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference
- Provide timely updates to clients on ticket status and resolution progress. Maintain a positive, professional attitude during all client interactions
- Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips
Skills
- High School diploma or equivalent (Degree preferred)
- 1-2 Years of IT, Help Desk and/or MSP experience
- Required Certifications: O365 Fundamentals and Azure Fundamentals
- Excellent inter-personal skills; as good with people as you are with computers
- Experience providing phone support; with strong awareness of positive phone etiquette
- Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)
- Experience with basic networking including wireless, wired, security and basic design
- Experience with Office 365 administration, Azure AD, and VMWare
- Preferred Certifications: VMware Certified Associate (VCA) and CompTIA A+
Benefits
- Health, dental, and vision insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support
- Bonus: This position is eligible for monthly bonuses
Company Overview