Tier II IT Support Analyst — Hybrid MSP, Mentorship

Effortless Office; Northern (KY); Hybrid; USD 68,880,000 - 74,501,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K with employer match

Paid time off and holidays

Career growth and mentorship

Training and certification support

Job summary

Effortless Office is seeking a Tier2 Support Analyst to provide high-level technical assistance across hardware, software, networking, AD, Windows Server, and VMware. The role includes mentoring Tier1 analysts, managing ticket workflows, and developing KBs, with a focus on clear SOPs.

Location involves 2 days/week in Victorville, CA; 2 days/week in Lake View Terrace, CA; 1 day remote, with a Monday–Friday 8:00 am–5:00 pm PST schedule and a $24–$26 hourly rate plus monthly bonuses.

Qualifications

• High School diploma or equivalent; degree preferred.
• 3-7 years IT/help desk/MSP experience.
• Certifications: MS-102, CompTIA Net+ or CCNA required.
• Excellent interpersonal and communication skills.
• Comfort with 24/7 on-call rotation.
• Experience with Help Desk ticketing systems.
• Experience with Office 365, Azure AD, VMware.
• Experience with networking and servers.

Responsibilities

• Provide prompt support to clients via phone, email, or ticketing system.
• Respond to escalated tickets from Tier 1 in a timely manner.
• Troubleshoot hardware, software, network, and peripherals.
• Perform root cause analysis and propose improvements.
• Document incidents and resolutions in the ticketing system.
• Collaborate with Tier 3 and project teams for upgrades and onboarding.
• Maintain SLAs and high customer satisfaction.
• Maintain clear documentation and contribute to KB.
• Help maintain internal knowledge base and troubleshooting tips.

Skills

Customer support

Escalation management

Windows Server

Active Directory

VMware

Networking

MS 365 Administration

Azure AD

CompTIA Net+

CCNA

Education

High School diploma or equivalent

MS-102: Microsoft 365 Administrator

CompTIA Net+

CCNA

VMware Certified Professional (VCP)

Microsoft 365 Certified: Administrator Expert

Tools

ConnectWise

Autotask

Kaseya

Group Policy

DNS

Job description

Effortless Office is seeking a Tier2 Support Analyst to provide high-level technical assistance across hardware, software, networking, AD, Windows Server, and VMware. The role includes mentoring Tier1 analysts, managing ticket workflows, and developing KBs, with a focus on clear SOPs.

Location involves 2 days/week in Victorville, CA; 2 days/week in Lake View Terrace, CA; 1 day remote, with a Monday–Friday 8:00 am–5:00 pm PST schedule and a $24–$26 hourly rate plus monthly bonuses.