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IT Tech Support – Tier 1 Analyst
Effortless Office. Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting technical issues, providing client support, and managing help desk ticketing systems. Proficient in Office 365 administration, Azure AD, and maintaining clear documentation of client interactions.
Highest-signal resume keywords
O365 Fundamentals CertificationAzure Fundamentals CertificationHelp Desk Ticketing Systems ExperienceBasic Networking KnowledgeVMware Administration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical SupportSoftware InstallationNetwork ConnectivityClient OnboardingDocumentationVM CreationTicket ManagementBasic NetworkingOffice 365 Administration
Soft Skills
Inter-Personal SkillsPositive Phone EtiquetteProfessional AttitudeClient CommunicationTeam Collaboration
Tools & Technologies
AutoTask Ticketing SystemVMwareAzure ADOffice 365
Certifications & Qualifications
O365 FundamentalsAzure FundamentalsVMware Certified Associate (VCA)CompTIA A+
Industry Keywords
IT SupportHelp DeskMSP ExperienceTechnical IssuesClient Interaction
Tech Stack
Tools & technologiesAzureVMware
About the role
Key responsibilities & impact- 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
- Assist with 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
- Identify complex issues that cannot be resolved at the Tier 1 level and escalate them with smooth client communication and appropriate hand-off
- Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions
- Provide timely updates to clients on ticket status and resolution progress
- Maintain a positive, professional attitude during client interactions
- Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips
Requirements
What you’ll need- High School diploma or equivalent (Degree preferred)
- 1-2 Years of IT, Help Desk and/or MSP experience
- O365 Fundamentals certification required
- Azure Fundamentals certification required
- VMware Certified Associate (VCA) certification preferred
- CompTIA A+ certification preferred
- 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
- Experience with basic networking including wireless, wired, security and basic design
- Experience with Office 365 administration, Azure AD, and VMWare
Benefits
Comp & perks- Monthly bonuses
- 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