[Remote] IT Tech Support - Tier 1 Analyst

Note: The job is a remote job and is open to candidates in USA. Effortless Office is a Hybrid Managed Services Provider focused on providing world-class customer experience in IT solutions. The Tier 1 Support Analyst serves as the first point of contact for clients, offering troubleshooting support for various technical issues and ensuring quality assistance via multiple communication channels. 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 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 Skills 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 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 VMware Certified Associate (VCA) CompTIA A+ 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 Company Overview Effortless Office is a Hybrid Managed Services Provider that delivers and fully supports secure cloud products and services giving customers a single solution provider for entire IT environments. It was founded in 2012, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 51-200 employees. Its website is