IT Tech Support - Tier 1 Analyst

Effortless Office; Las Vegas (NV); Remote; USD 60,000 - 80,000; Full time

Job summary

Effortless Office is seeking a Tier 1 IT Tech Support agent to provide exceptional end-user support. This fully remote role involves troubleshooting desktop and application issues, working with a supportive team, and offers opportunities for growth in the IT field. Ideal candidates will have a high school diploma, some IT experience, and a passion for technology.

Benefits

Health, dental, and vision insurance

401K

Paid time off and holidays

Opportunities for career growth and development

Training and certification support

Qualifications

• 1-2 years of IT, Help Desk, or MSP experience.
• Competency Certifications (Microsoft, VMWare, CompTIA A+) are a plus.
• Experience with various operating systems (MacOS, Windows, Linux).

Responsibilities

• Provide user end support for desktops, laptops, printers, and software.
• Address high-volume, simpler issues while escalating complex ones.
• Communicate technical issues effectively to non-technical staff.

Skills

Customer Service

Technical Support

Communication

Problem Solving

Education

High School diploma or equivalent

Tools

Help Desk Ticketing Systems

Jira

Google Workspace

Active Directory

Job description

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:
Desired candidate is an aspiring IT technical professional who provides superior support to the end-user experience, with modest technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, networking, network printing, audio/video and telephony (VoIP), mobile device management, Active Directory, Windows and MacOS Operating Systems, and VMWare. This individual would serve as the entry level support for our help-desk, addressing high-volume, simpler issues while escalating complex issues to Tier 2 techs.

Education and Experience:

1. High School diploma or equivalent (Degree preferred)

2. 1-2 Years of IT, Help Desk and/or MSP experience

3. Competency Certifications are a plus (Microsoft, VMWare, etc.) CompTIA A+ is strongly weighted.

Required Qualifications and Job Description:

• Excellent inter-personal skills; as good with people as you are with computers
• Experience providing high quality customer desktop support for desktop applications and devices such as printers; this includes fast response rates and accurate and thorough resolutions to desktop issues
• 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)
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff
• Strong communication, presentation, writing and editorial abilities
• Strong organizational and time management skills
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• A passion for IT

Desired Qualifications:

• Knowledge of various operating systems including MacOS, Windows, Linux
• Experience with mobile device management including platforms like Jamf
• Experience with Jira and other project management platforms
• Experience with producing support documentation for supported products
• Experience with basic networking including wireless, wired, security and basic design
• Experience with corporate applications including Microsoft Office and Adobe applications
• Experience with the full Google Workspace and Administration
• Experience with Active Directory account administration
• Experience with Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the servers
• Familiarity with ITIL a plus

Teamwork:

A Tier 1 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance.

Leadership:

Acts in a self-directed manner; takes action before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems.

Opportunity:

This is a great chance to grow your skills as an IT tech. By having the opportunity to work with various client issues while being supported by a strong team environment, you will learn a lot, and quick. As such, we are looking for a hard-working fast learner with strong communication skills.

Work environment:

This position is fully Remote.

Compensation:

$18 - $20 per hour

Benefits:

• Health, dental, and vision insurance
• 401K
• Paid time off and holidays
• Opportunities for career growth and development
• Training and certification support