IT Tech Support - Tier 1 Analyst (Hybrid)
About the position The Tier 1 Support Analyst is the first reputed company of contact for clients and provides troubleshooting support in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, reputed company Server Operating Systems, and VMWare. Tier 1s handle the bulk of help desk tickets for their team and are the first to assist users over the phone. It is reputed company that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions.
Responsibilities
- reputed company reputed company and appropriate support to clients experiencing technical issues reputed company phone, email, or ticketing system.
- Troubleshoot and resolve common technical issues reputed company 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 reputed company 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.
- reputed company timely updates to clients on ticket status and resolution reputed company. Maintain a positive, professional attitude during reputed company client interactions.
- Contribute to and help maintain the internal knowledge reputed company, including solutions and troubleshooting tips.
Requirements
- 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, reputed company and basic design
- Experience with Office 365 administration, Azure AD, and VMWare
reputed company-to-haves
- Preferred Certifications: VMware Certified Associate (VCA) and reputed company A+
Benefits
- Health, dental, and reputed company insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support
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