IT Tech Support, Tier 1 Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely and effective assistance to clients facing technical difficulties through phone, email, or a ticketing system.

• Diagnose and resolve standard technical problems concerning hardware, software, network connectivity, and peripherals.

• Aid in the basic installation, updating, and patching of software.

• Facilitate client onboarding by establishing new user accounts and initializing their virtual machines.

• Receive, manage, and address support tickets in the AutoTask ticketing system, ensuring that issues are resolved efficiently.

• Recognize complex issues that cannot be solved at the Tier 1 level and escalate them, maintaining effective communication with the client and ensuring a smooth transition.

• Keep precise and detailed records of troubleshooting procedures, solutions, and client interactions for future reference.

• Provide clients with timely updates regarding ticket status and progress toward resolution.

• Uphold a positive and professional demeanor in all interactions with clients.

• Contribute to and assist in the upkeep of the internal knowledge base, which includes solutions and troubleshooting strategies.

⛳️ Requirements

• High School diploma or equivalent (Degree preferred)

• 1-2 years of experience in IT, Help Desk, and/or Managed Service Providers (MSP)

• Required Certifications: O365 Fundamentals and Azure Fundamentals

• Preferred Certifications: VMware Certified Associate (VCA) and CompTIA A+

• Strong interpersonal skills; equally adept with people and technology

• Experience in providing phone support, with a strong understanding of positive phone etiquette

• Familiarity with help desk ticketing systems (responding, assigning, closing, and following up on tickets)

• Knowledge of basic networking concepts including wireless, wired, security, and fundamental design

• Experience with Office 365 administration, Azure Active Directory, and VMware

🏝️ Benefits

• Health, dental, and vision insurance

• 401K with employer match

• Paid time off and holidays

• Opportunities for career advancement and professional development

• Structured and formal mentorship programs

• Support for training and certification