Effortless Office

Title: IT Tech Support - Tier 1 Analyst (Hybrid) Location: Victorville, CA Job Description: About Us: Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services. 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 paramount that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions. Location: - 2 days per week in Victorville, CA - 2 days per week in Lake View Terrace, CA - 1 day remote Schedule: Monday – Friday 8:00 am – 5:00 pm PST Hourly Rate: $19 - $22 per hour Bonus: This position is eligible for monthly bonuses 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 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. - 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 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 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, security and basic design - Experience with Office 365 administration, Azure AD, and VMWare Why Join EO? At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.     We are aligned through our core values and seek employees that embody these:  - Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   - CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   - Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  - Efficiency – we maximize output and minimize wasted time, effort, and resources.  - Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   - Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   - Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   Inclusion & Equal Opportunity Employment Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

About Us: Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services. About the Role: The Service Delivery Team Lead is responsible for ensuring their Service Delivery Team delivers consistent, high‑quality technical support to clients. This role blends leadership, coordination, quality assurance, and hands‑on technical support. The Team Lead oversees daily operations, coaches technicians, enforces SLAs, and drives continuous improvement across the service delivery function. The ideal candidate is a strong communicator, organized, technically capable, and passionate about elevating both the client experience and the internal team’s performance. Location: Remote Schedule: Monday – Friday 8:00 am – 5:00 pm PST Salary: $50,000-$55,000 annually Bonus: This position is eligible for monthly bonuses 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 Responsibilities: Team Leadership & Oversight - Mentor and support Tier 1 and Tier 2 technicians. - Monitor daily ticket flow, workload distribution, and technician performance. - Monitor phone dashboards to ensure technicians are available to take calls. - Conduct monthly coaching sessions with technicians. - Ensure adherence to SOPs, documentation standards, and best practices. Service Delivery Management - Handle tickets as needed - Oversee ticket queues to ensure SLA compliance and timely client communication. - Review and approve ticket escalations to Tier 3 or project teams. - Ensure high‑quality ticket documentation and consistent workflow hygiene. - Participate in client meetings when service delivery insights are required. Quality Assurance & Process Improvement - Perform regular QA checks on tickets, calls, and technician documentation. - Identify recurring issues and recommend process improvements or training. - Maintain and update SOPs, runbooks, and knowledge base articles. - Drive initiatives that improve efficiency, reduce escalations, and enhance client satisfaction. - Collaborate with HR to investigate and respond to client complaints. Operational Coordination - Assist with onboarding new technicians and training on tools, processes, and standards. - Support scheduling, shift coverage, and resource planning. - Provide hands‑on technical support during high‑volume periods or escalations. - Collaborate with leadership to implement service delivery strategies and improvements. Qualifications: - Bachelor’s degree in Information Technology, Business, or related field. - Preferred Certifications: PMP and/or any Organizational Leadership Certification - 3+ years in a technical support or service desk environment. - MSP experience required. - Proven leadership, coaching, or mentoring experience. - Strong understanding of ticketing systems, KPIs, and SLA compliance. - Excellent problem-solving, communication, and organizational skills. - Ability to analyze data and make decisions to improve service delivery. - High level of customer service and interpersonal skills. Why Join EO? At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.     We are aligned through our core values and seek employees that embody these:  - Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   - CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   - Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  - Efficiency – we maximize output and minimize wasted time, effort, and resources.  - Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   - Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   - Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   Inclusion & Equal Opportunity Employment Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

• Join the Service Delivery team as a Tier 2 Analyst. • Provide superior support to the end-user experience. • Handle user end support for desktops, laptops, printers, and software. • Manage help-desk type systems like ticketing systems and imaging software. • Serve as high-level support for escalated complex issues. • Produce support documentation for supported products.

About Us: Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services. About the Role: The IT Project Technician is a client-facing, field-active role on the Project Management team. This role travels directly to client sites to conduct discovery sessions, scope new client onboardings and project requirements, and produce detailed hardware/environment maps. Following discovery, the technician leads the communication and coordination of assigned projects for clients. This role demands both strong technical aptitude and exceptional communication skills — aligning to our core value of CWC (Communicate, Work, Communicate). Location: Remote with frequent U.S. Based Travel Schedule: Monday – Friday 8:00 am – 5:00 pm PST Salary: $50,000-$60,000 annually DOE Bonus: This position is eligible for monthly bonuses 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 Responsibilities: Client Discovery & Scoping - Travel to client sites to conduct in-person discovery and scoping engagements for new onboardings and project initiatives - Meet with client stakeholders to document business requirements, technical constraints, timelines, and success criteria - Perform thorough hardware walks and produce detailed environment maps including servers, network devices, endpoints, and peripherals - Identify risks, dependencies, and gaps during scoping and communicate findings to the Project Manager and relevant engineers - Produce scoping documentation in Autotask and IT Glue to support project planning and technical team handoff Project Implementation - Lead the execution of approved IT projects for existing clients, including deployments, migrations, upgrades, and configurations - Coordinate with Tier 3 and Tier 4 Project Engineers to align implementation tasks with overall project plans - Manage project scheduling in Autotask, ensuring milestones and deliverables are tracked and updated in real time - Conduct pre-implementation validation checks and post-implementation verification to confirm project success - Facilitate structured handoff to the assigned Service Delivery Team upon project completion Client Communication - Serve as the primary client communication point for all assigned projects from scoping through go-live - Provide clear, proactive status updates to client contacts at defined intervals throughout the project lifecycle - Set and manage client expectations around timelines, scope changes, and any emerging risks or delays - Prepare and deliver post-project summaries confirming completed work, residual items, and next steps - Capture and escalate client concerns to the Project Manager and relevant team leads as needed Documentation & Process - Maintain complete and accurate project documentation in Autotask (time entries, notes, tasks, status) and IT Glue (environment data) - Contribute to and maintain scoping and implementation playbooks to support team consistency and scalability - Log all travel-related activities and client interactions per EO policies and project records standards. Qualifications: - High School diploma or equivalent (Degree preferred) - 3+ Years of IT, Help Desk and/or MSP experience - Hands-on experience with hardware, network devices, servers, and cloud platforms - Detail oriented and a demonstrated ability to conduct IT environment assessments and produce clear hardware/network documentation - Excellent written and verbal communication skills; ability to translate technical concepts for non-technical stakeholders - Valid driver's license; ability and willingness to travel to client sites on a regular basis (frequency varies by project volume) - Experience with PSA platforms (Autotask preferred) and documentation tools (IT Glue preferred) - Familiarity with Office 365 administration, KaseyaOne, Barracuda, Inky, and VMWare Why Join EO? At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.     We are aligned through our core values and seek employees that embody these:  - Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   - CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   - Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  - Efficiency – we maximize output and minimize wasted time, effort, and resources.  - Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   - Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   - Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   Inclusion & Equal Opportunity Employment Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

• 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 spin 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.

• Develops plans, designs, resource requirements, and cost estimates for construction and support involving enterprise high availability multi-platform networks • Monitors systems operations and adjusts operational plans as needed • Serves as one of the company’s top network engineering expert resources • Assesses and resolves the most complex data network problems and incidents • Coordinates with multi-platform business and technical colleagues on various project implementations • Be on-call 24x7 to provide on-site or remote support at any time when called upon

• Serve as a communication bridge between clients, internal teams, and leadership. • Draft, organize, and distribute internal updates, newsletters, announcements, and client-facing communications. • Support timely follow-ups on action items, meeting notes, and deliverables. • Provide direct administrative support to the VP of Sales & Marketing, including calendar management, meeting preparation, and follow-up coordination. • Assist with organizing sales activities, partner engagements, and internal initiatives. • Maintain accuracy and organization of sales documents, proposals, presentations, and internal templates. • Support CRM hygiene by updating contacts, notes, tasks, and deal stages to ensure data accuracy and visibility. • Assist in coordinating and executing marketing initiatives, campaigns, and partner programs. • Help manage marketing assets such as one-pagers, slide decks, case studies, and email templates. • Collaborate with internal teams to ensure marketing materials remain current and aligned with service offerings. • Support content distribution across email, partner channels, and internal communication platforms. • Assist with onboarding and supporting channel partners by organizing enablement materials and communications. • Track partner initiatives, SPIFFs, co-marketing activities, and related documentation. • Support follow-up communications and documentation for partner-led opportunities. • Help document, refine, and improve repeatable sales and marketing processes. • Track tasks, deadlines, and deliverables to ensure initiatives stay on schedule. • Assist with reporting and basic performance tracking for campaigns, activities, and partner engagement.