We’re looking for a customer-focused Tier 1 IT Helpdesk Support Agent to join our team! If you’re passionate about technology, problem-solving, and delivering exceptional client support, this role is for you.** About the Role As the frontline of IT support, you’ll provide high-quality technical assistance and customer service** across multiple channels, primarily phone, but also email, chat, and ticketing systems. You’ll troubleshoot issues, support connectivity concerns, and ensure clients stay productive with minimal downtime.** Required Skills & Qualifications**

• 1–2 years in IT Support / Helpdesk / MSP / HSIA (preferred)

Strong understanding of:

• Windows/macOS

• Networking basics (IP, DNS, DHCP, Wi-Fi)

• Active Directory & user management

• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ConnectWise)

• Excellent communication skills (written & verbal)

• Ability to multitask and work in a fast-paced environment

• Strong problem-solving and troubleshooting skills

Key Responsibilities

• Serve as the first point of contact for IT and HSIA support requests** Troubleshoot and resolve issues related to:

• Windows & macOS workstations

• Mobile devices & peripherals

• Microsoft 365 / Google Workspace

• Network & Internet connectivity (Wi-Fi, routers, LAN/WAN)

• Perform first-call resolution** or escalate effectively to Tier 2/3**

• Log and manage tickets in line with SLAs

• Support user account management** (password resets, access, onboarding/offboarding)**

• Monitor system alerts and respond to incidents

• Maintain clear, accurate documentation of all client interactions****

• Deliver exceptional customer service** at all times