IT Tech Support - Tier 1 Analyst

📋 Description

• • Are you a tech-savvy individual with a passion for problem-solving and a knack for making IT issues disappear? Effortless Office Solutions is seeking a dedicated and customer-focused Tier 1 Support Analyst to join our dynamic team in Las Vegas. As a leading Hybrid Managed Services Provider (MSP), we pride ourselves on delivering world-class customer experiences, providing secure cloud solutions, and comprehensive managed IT and network services. We partner with our clients to make their IT operations truly effortless, allowing them to concentrate on their core business objectives. This role is the frontline of our support operations, serving as the initial point of contact for our valued clients.
• • In this critical role, you will be the first line of defense for clients encountering technical challenges across a broad spectrum of IT domains. Your expertise will be instrumental in troubleshooting and resolving issues related to hardware, software applications, network connectivity, network printing, audio-video systems, and Voice over IP (VoIP) telephony. You will also be involved in managing user accounts within Active Directory, supporting Windows Server Operating Systems, and assisting with VMWare environments. The Tier 1 Support Analyst is responsible for managing a significant volume of help desk tickets, ensuring that every user interaction is met with professionalism, efficiency, and a commitment to finding a swift and effective resolution.
• • Your primary responsibility will be to provide prompt, accurate, and courteous support to clients via phone, email, and our ticketing system. This involves diagnosing and resolving common technical problems, assisting with software installations, updates, and patching. A key aspect of the role includes supporting client onboarding processes, which involves creating new user accounts and setting up virtual machines (VMs) to ensure a seamless transition for new users.
• • You will be the custodian of our ticketing system, AutoTask, meticulously intakeing, working, and managing support tickets. This requires a keen eye for detail, ensuring that all issues are addressed within defined service level agreements (SLAs) and resolved to the client's satisfaction. For issues that extend beyond the scope of Tier 1 support, you will expertly identify these complex problems and escalate them to the appropriate Tier 2 or Tier 3 teams. This escalation process must be managed with clear and consistent communication with the client, ensuring a smooth and well-documented hand-off.
• • Maintaining comprehensive and accurate documentation is paramount. You will meticulously record troubleshooting steps, solutions implemented, and all client interactions within the ticketing system. This documentation serves as a valuable resource for the entire support team, contributing to our internal knowledge base and enabling faster resolution of future issues. Furthermore, you will be responsible for providing timely and transparent updates to clients regarding the status of their tickets and the progress towards resolution, always maintaining a positive and professional demeanor.
• • Beyond reactive support, you will actively contribute to the growth and maintenance of our internal knowledge base. Sharing your insights, troubleshooting tips, and successful solutions will empower the entire team and enhance our collective ability to deliver effortless support. This role offers a unique opportunity to develop your technical skills across a wide range of technologies while honing your customer service abilities in a supportive and growth-oriented environment.
• • At Effortless Office Solutions, we believe our employees are our greatest asset. We foster a highly collaborative culture where senior leadership is actively involved and invested in the professional development of our staff. We are committed to creating an environment where every employee feels empowered to voice their ideas, takes pride in their work, finds satisfaction in helping others, and is continuously learning and driving improvements. Our core values of Service, Communication, Perspective, Efficiency, Passion, Reliability, and Merit guide everything we do, and we seek individuals who embody these principles.
• • This position is based in Las Vegas and offers a competitive hourly rate of $18-$20, with eligibility for monthly bonuses. We also provide a comprehensive benefits package designed to support your well-being and professional growth.