IT Tech Support – Tier 1 Analyst

3 hours ago

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Effortless Office

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Cybersecurity • Compliance • SaaS

Effortless Office is a Hybrid Managed Services Provider that delivers and fully supports secure cloud products and services, offering customers a comprehensive solution for their entire IT environments. With a focus on cybersecurity, backup and disaster recovery, and compliance, Effortless Office aims to simplify technology management for businesses, allowing them to focus on their core operations while ensuring the security and reliability of their IT systems.

51 - 200 employees

Founded 2010

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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