Teams at EffortlessOffice

Monitors client IT environments during after-hours shifts, triages alerts, handles incidents and service requests, troubleshoots systems, networks, backups, cloud platforms, and connectivity issues, and escalates unresolved problems. The analyst documents resolutions in AutoTask, updates knowledge-base articles, communicates incident status, and supports continuous improvements to alert accuracy and triage processes.

Provides Tier 2 technical support for escalated hardware, software, networking, server, telephony, virtualization, and Microsoft 365 issues. Resolves tickets, performs root cause analysis, maintains SLAs and documentation, and supports infrastructure projects and client onboarding. The role also mentors Tier 1 analysts, manages ticket workflows, develops knowledge-base content, and delivers professional end-user support through phone, email, and ticketing systems. Participation in a rotating 24/7 on-call schedule is required.

Own the client’s day-to-day IT function, providing hands-on support for hardware, software, networking, Microsoft 365, Google Workspace, Zoom, and security tools. Coordinate with the MSP, manage escalations, onboarding, inventory, vendors, projects, policies, documentation, budgeting, and technology planning. Lead cybersecurity awareness initiatives, maintain business continuity procedures, support fundraising events, and present technology updates to organizational leadership.