IT Tech Support - Tier 1 Analyst

Effortless Office is a collaborative team that invests in its people through mentorship, training, and structured career growth. You will work with involved senior leadership while contributing to a service-first culture focused on clear communication, efficiency, reliability, and helping end users succeed.

This remote Tier 1 role supports clients as the first point of contact, troubleshooting a wide range of technical needs and working tickets through to resolution. If you enjoy phone support, following SOPs, and staying tenacious to find answers, this position is built for you.

What you’ll do

• Deliver prompt technical support to clients experiencing issues via phone, email, or the ticketing system.
• Troubleshoot and resolve common problems involving hardware, software, network connectivity, and peripherals.
• Assist with basic software installations, updates, and patches.
• Support client onboarding by creating new user accounts and spinning up their VMs.
• Intake, work, and manage support tickets in AutoTask, ensuring issues are addressed and resolved in a timely manner.
• Escalate complex issues beyond Tier 1 while maintaining clear client communication and appropriate hand-off.
• Maintain accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.
• Provide timely status updates on ticket progress and resolution while maintaining a positive, professional attitude.
• Contribute to the internal knowledge base, including solutions and troubleshooting tips.

Tools and technical focus

• AutoTask, VMWare, VMs
• Active Directory, Windows Server Operating Systems
• Office 365 administration, Azure AD
• O365, Azure, VoIP
• O365 Fundamentals and Azure Fundamentals
• VMware Certified Associate (VCA), CompTIA A+

What you bring

• 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, with strong comfort working with people and computers
• Phone support experience with strong awareness of positive phone etiquette
• Experience using help desk ticketing systems (responding, assigning, closing, and following up)
• Basic networking experience including wireless, wired, security, and basic design
• Experience with Office 365 administration, Azure AD, and VMware

Schedule and pay

• Location: Remote
• Shift: Sunday - Thursday, 6:00 am - 3:00 pm Pacific
• Hourly rate: USD 18 - 20 per hour
• Bonus: Eligible for monthly bonuses

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
• Monthly bonuses

Inclusion and equal opportunity

Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. All qualified applicants receive consideration 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.