IT Tech Support - Tier 1 Analyst

Effortless Office•Las Vegas, NV

1d•$18 - $20•Remote

About The Position

Effortless Office is a Hybrid Managed Services Provider (MSP) that delivers and supports secure cloud solutions and managed IT and network services. The Tier 1 Support Analyst is the first point of contact for clients, handles the bulk of help desk tickets for their team, and provides initial support to users by phone, email, or ticketing system. The role troubleshoots hardware, applications, networking, network printing, audio/video, VoIP, Active Directory, Windows Server operating systems, and VMware. Success requires a strong commitment to end-user support, following standard operating procedures, and persistently working to find solutions. This is a remote position with multiple shifts and an hourly rate of $18–$20. It is eligible for monthly bonuses. Effortless Office describes a collaborative workplace with involved senior leadership, employee learning and development, and an emphasis on service, communication, customer perspective, efficiency, passion, reliability, merit, inclusion, and equal opportunity.

Requirements

High school diploma or equivalent.
1–2 years of IT, help desk, and/or MSP experience.
O365 Fundamentals certification.
Azure Fundamentals certification.
Excellent interpersonal skills and the ability to work effectively with people as well as computers.
Experience providing phone support and strong awareness of positive phone etiquette.
Experience with help desk ticketing systems, including responding to, assigning, closing, and following up on request tickets.
Experience with basic networking, including wireless, wired, security, and basic design.
Experience with Office 365 administration, Azure AD, and VMware.

Nice To Haves

A degree is preferred.
VMware Certified Associate (VCA) certification.
CompTIA A+ certification.

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 spinning up virtual machines.
Intake, work, and manage support tickets in the AutoTask ticketing system, ensuring issues are addressed and resolved promptly.
Identify issues that cannot be resolved at the Tier 1 level and escalate them, while maintaining smooth communication with the client and providing an appropriate hand-off.
Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions.
Provide timely updates to clients on ticket status and resolution progress, maintaining a positive, professional attitude during client interactions.
Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.