IT Tech Support - Tier 1 Analyst; Hybrid

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.

The Tier 1 Support Analyst is the first point of contact for clients and provides troubleshooting support in areas including hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 1s handle the bulk of help desk tickets for their team and are the first to assist users over the phone. It is paramount that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions.

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

Monday – Friday 8:00 am – 5:00 pm PST

$19 – $22 per hour

This position is eligible for monthly bonuses.

• 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

• 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 spinning up their VMs.
• Intake, work, and manage support tickets in Auto Task ticketing system, ensuring issues are addressed and resolved promptly.
• Identify complex issues that cannot be resolved at the Tier 1 level and escalate, 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.

• 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 interpersonal 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

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.