IT Tech Support - Tier 1 Analyst (On-Site)

About the role

The Tier 1 Support Analyst is the first point of contact for clients and provides troubleshooting support in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows 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 essential that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions.

Responsibilities

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.
• Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals.
• Aid in basic software installations, updates, and patches.
• Support client onboardings by creating new user accounts and spinning up their VMs.
• Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly.
• Identify complex 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.
• Provide timely updates to clients on ticket status and resolution progress. Maintain a positive, professional attitude during all client interactions.
• Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.

Qualifications

• 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; 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, security and basic design
• Experience with Office 365 administration, Azure AD, and VMWare

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