IT Tech Support - Tier 2 Analyst (Hybrid)

Effortless Office; United States; Hybrid; USD 50,000 - 54,000; Full time

Benefits offered by this job

Health insurance

401K+ employer match

Paid time off and holidays

Career growth and development

Job summary

Effortless Office is seeking a Tier2 Support Analyst to provide high-level IT support in a hybrid MSP setup. You will mentor Tier 1, manage tickets, and develop knowledge bases for recurring issues.

The role covers hardware, software, networking, AD, Windows Server, and VMware with a focus on quality end-user support and clear documentation. 2 days in Victorville, 2 days in Lake View Terrace, and 1 day remote.

Qualifications

• High School diploma or equivalent (degree preferred).
• 3–7 years of IT, HelpDesk and/or MSP experience.
• Required: MS-102 Microsoft 365 Administrator and CompTIA Net+ or CCNA.
• Preferred: VMware Certified Professional (VCP) and Microsoft 365 Administrator Expert.
• Excellent interpersonal skills with strong phone etiquette.
• Experience supporting end users via phone, email, and tickets.
• Familiarity with help desk ticketing systems and networking/server management.

Responsibilities

• Provide prompt support to clients via phone, email, or ticketing system.
• Respond to and resolve escalated tickets from Tier 1 analysts promptly.
• Troubleshoot hardware, software, network, and peripherals issues.
• Perform root cause analysis and suggest process improvements.
• Document incidents, actions taken, and resolutions in the ticketing system (ConnectWise/Autotask).
• Collaborate with Tier 3 and project teams for upgrades and onboarding.
• Maintain SLAs and ensure high customer satisfaction through clear communication.
• Maintain accurate documentation of troubleshooting steps for future reference.
• Contribute to and maintain the internal knowledge base.

Skills

IT Helpdesk

MSP experience

On-call rotation

Customer service

Phone support

Strong communication

Education

High School diploma

Tools

MS365 Admin

Azure AD

VMware

Kaseya

ConnectWise/Autotask

Job description

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 Tier2Support Analystserves as high-level support for escalated complex issuesin areas including:hardware, application support, networking, network printing, audio/videoand telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare.Tier2salso serve as leaders on their team by providing mentorship and training to Tier 1 Analysts, managing ticket workflows, assigning tickets, and developing KBs.It is paramount that this role is passionate about providing quality supportfor end users, istenacious in finding solutions, lovesteachingothers, andcares aboutcreatingcleardocumentation and SOPs.

Location:

• 2 days per week in Victorville, CA
• 2 days per week in Lake View Terrace, CA
• 1 day remote

Schedule: Monday - Friday 8:00 am - 5:00 pm PST

Hourly Rate: $24 - $26 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 andappropriate supporttoclients experiencing technical issues via phone, email, or ticketing system.
• Respond to and resolve escalated service tickets from Tier 1 analystsin a timely manner.
• Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and peripherals.
• Perform root cause analysis for recurring incidents and suggest process or technical improvements.
• Maintain thorough documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., ConnectWise, Autotask).
• Collaborate with Tier 3 and project teams for infrastructure upgrades, deployments, and client onboarding.
• Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up.
• Maintain clear andaccuratedocumentation of troubleshooting steps, solutions, and client interactions for future reference.
• Contribute to and helpmaintainthe internal knowledge base, including solutionsandtroubleshooting tips.

Qualifications:

• High School diploma or equivalent (Degree preferred)
• 3-7Years of IT, HelpDesk and/or MSP experience
• RequiredCertifications:MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA
• Preferred Certifications:VMware Certified Professional (VCP)andMicrosoft 365 Certified: Administrator Expert
• Excellent inter-personal skills; as good with people as you are with computers
• Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out
• Experience providing phone support; with strong awareness of positive phone etiquette
• Experience working with help desk ticketing systems (responding, assigning,closingand following up on help desk request tickets)
• Experience withnetworking and managing/configuring servers
• Experience with Office 365 administration, Azure AD, and VMWare
• Experience with Group Policy
• Experience with DNS (both public and private)
• Experience with RMM (Remote Management & Monitoring) systems (preferably Kaseya)
• Ability to provide 24/7 on-call support during rotation schedule

Why Join EO?

At EO, our employees are what makes us special. We are a highly collaborative company witha very involvedsenior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyonetakes 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 – weare dedicated to providingEFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.
• CWC this standsfor 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 – weconsistencydelivery 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.

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 Tier2Support Analystserves as high-level support for escalated complex issuesin areas including:hardware, application support, networking, network printing, audio/videoand telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare.Tier2salso serve as leaders on their team by providing mentorship and training to Tier 1 Analysts, managing ticket workflows, assigning tickets, and developing KBs.It is paramount that this role is passionate about providing quality supportfor end users, istenacious in finding solutions, lovesteachingothers, andcares aboutcreatingcleardocumentation and SOPs.

Location:

• 2 days per week in Victorville, CA
• 2 days per week in Lake View Terrace, CA
• 1 day remote