IT Tech Support - Tier 1 Analyst

About Us: 

Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services.   

About the Role: 

The Tier 1 Support Analyst is the first point of contact for clients and provides troubleshooting support in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 1s handle the bulk of help desk tickets for their team and are the first to assist users over the phone. It is paramount that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions.   

Location: Remote 
Shift: Multiple
Hourly Rate: $18 - $20 per hour 
Bonus: This position is eligible for monthly bonuses 
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 

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. 

Qualifications: 

• 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 
• Preferred Certifications: VMware Certified Associate (VCA) and CompTIA A+ 
• 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 

Why Join EO?  
At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.   
  
We are aligned through our core values and seek employees that embody these:  

• Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   
• CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   
• Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  
• Efficiency – we maximize output and minimize wasted time, effort, and resources.  
• Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   
• Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   
• Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   

Inclusion & Equal Opportunity Employment  
Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.