IT Tech Support – Tier 2 Analyst

Effortless Office

Tier 2 IT support analyst resolving escalated hardware, networking, server, and cloud issues. Supporting Effortless Office’s managed IT and cloud-solutions customers.

Posted 8/25/2026full-timeLake View Terrace • California • 🇺🇸 United StatesMid-LevelSenior💰 $24 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting hardware, software, and network issues while providing exceptional client support. Proficient in managing help desk ticketing systems and mentoring junior analysts to enhance team performance.

Highest-signal resume keywords

Microsoft 365 Administrator CertificationCompTIA Net+CCNAOffice 365 AdministrationHelp Desk Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisNetworkingServer ManagementGroup PolicyDNS ManagementRMM SystemsClient OnboardingTechnical DocumentationIncident Resolution

Soft Skills

Inter-Personal SkillsProfessional CommunicationMentorshipPositive Phone EtiquetteCustomer Satisfaction

Tools & Technologies

Microsoft 365Azure ADVMwareKaseyaTicketing System

Certifications & Qualifications

Microsoft 365 Administrator CertificationCompTIA Net+CCNAVMware Certified Professional (VCP)Microsoft 365 Certified: Administrator Expert

Industry Keywords

IT SupportHelp DeskMSPSLATechnical Support

Tech Stack

Tools & technologies

AzureDNSVMware

About the role

Key responsibilities & impact

Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system
Respond to and resolve escalated service tickets from Tier 1 analysts
Troubleshoot and resolve issues related to hardware, software, network connectivity, and peripherals
Perform root cause analysis for recurring incidents and suggest process or technical improvements
Document incidents, actions taken, resolutions, troubleshooting steps, solutions, and client interactions in the ticketing system
Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and client onboarding
Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up
Contribute to and help maintain the internal knowledge base
Provide mentorship and training to Tier 1 Analysts
Manage ticket workflows, assign tickets, and develop knowledge bases

Requirements

What you’ll need

High School diploma or equivalent (Degree preferred)
3-7 Years of IT, Help Desk and/or MSP experience
Required: MS-102: Microsoft 365 Administrator certification
Required: CompTIA Net+ or CCNA
Preferred: VMware Certified Professional (VCP)
Preferred: Microsoft 365 Certified: Administrator Expert
Excellent inter-personal skills; as good with people as you are with computers
Experience providing phone support and strong awareness of positive phone etiquette
Experience working with help desk ticketing systems, including responding, assigning, closing, and following up on tickets
Experience with networking and managing/configuring servers
Experience with Office 365 administration, Azure AD, and VMWare
Experience with Group Policy
Experience with DNS (both public and private)
Experience with RMM systems, preferably Kaseya
Ability to provide 24/7 on-call support during rotation schedule
Schedule availability Monday–Friday, 8:00 am–5:00 pm PST
Reliable transportation to meet the on-site requirement

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