Remote IT Support Analyst – Tier 1 MSP

Effortless Office; United States; Remote; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K+ employer match

Paid time off and holidays

Opportunities for career growth and 개발

Job summary

Effortless Office is seeking a Tier 1 Support Analyst to be the first point of contact for clients, handling hardware, software, networking, AD/Windows, and VMWare issues. This remote role requires using SOPs and providing timely, clear customer guidance.

You will manage tickets in AutoTask, assist with basic software installs, spin up VMs for new clients, and escalate complex problems while maintaining professional communication and documentation for future reference.

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

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 elevate, 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.

Skills

Customer support

Phone support

IT Help Desk

VMware

Active Directory

Education

High School diploma or equivalent

Degree preferred

Tools

AutoTask

Office 365

Azure

VMware

Job description

Effortless Office is seeking a Tier 1 Support Analyst to be the first point of contact for clients, handling hardware, software, networking, AD/Windows, and VMWare issues. This remote role requires using SOPs and providing timely, clear customer guidance.

You will manage tickets in AutoTask, assist with basic software installs, spin up VMs for new clients, and escalate complex problems while maintaining professional communication and documentation for future reference.