[Remote] IT Tech Support - Tier 1 Analyst

Note: The job is a remote job and is open to candidates in USA. Effortless Office is a Hybrid Managed Services Provider focused on providing world-class customer experience in IT solutions. The Tier 1 Support Analyst serves as the first point of contact for clients, offering troubleshooting support for various technical issues and ensuring quality assistance via multiple communication channels.

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
• VMware Certified Associate (VCA)
• 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

Company Overview