IT Tech Support - Tier 1 Analyst (Hybrid)

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 interpersonal 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 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 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

Work environment:

Monday-Friday Day Shift

4 days on-site and 1 day remote (2 days in Lake View Terrace and 2 days in Victorville)

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

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Full-time

Hybrid remote