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 challenges via phone, email, or a ticketing system.

• Diagnose and resolve common technical problems related to hardware, software, network connectivity, and peripherals.

• Assist with the installation, updates, and patches of basic software.

• Facilitate client onboarding by creating new user accounts and initiating their virtual machines (VMs).

• Receive, manage, and address support tickets within the AutoTask ticketing system.

• Recognize complex issues that require escalation beyond the Tier 1 level and ensure smooth communication and appropriate hand-off to the next support tier.

• Maintain clear and precise documentation of troubleshooting processes, solutions, and client interactions.

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

• Uphold a positive, professional demeanor during client engagements.

• Contribute to and support the upkeep of the internal knowledge base, including solutions and troubleshooting guidelines.

⛳️ Requirements

• High School diploma or equivalent (Degree preferred).

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

• O365 Fundamentals certification is mandatory.

• Azure Fundamentals certification is essential.

• VMware Certified Associate (VCA) certification is preferred.

• CompTIA A+ certification is favored.

• Exceptional interpersonal skills; equally proficient with people as with technology.

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

• Familiarity with help desk ticketing systems.

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

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

🏝️ Benefits

• Monthly bonuses.

• Health, dental, and vision insurance.

• 401K with employer matching.

• Paid time off and holiday benefits.

• Opportunities for professional growth and development.

• Structured mentorship programs.

• Support for training and certification.