The Tier 1 IT Helpdesk (MSP Support Agent) delivers high-quality technical support and customer service to clients across multiple channels, primarily by phone. This role serves as the frontline for IT and High-Speed Internet Access (HSIA) support, ensuring timely resolution or proper escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency.**

Required Qualifications****

• 1–2 years of experience in IT support, helpdesk, HSIA, or MSP environments (preferred)

• High school diploma or equivalent (Associate degree in IT or related field preferred)

• Strong customer service mindset with the ability to multitask effectively

• Ability to follow defined processes while applying sound judgment

• Reliable, punctual, and able to work independently or in a team

• Solid understanding of IT fundamentals and troubleshooting methodologies

Technical Knowledge**

Basic knowledge of:

• Windows and/or macOS operating systems

• Active Directory and user management

• Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)

• Internet/HSIA troubleshooting concepts

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

Key Responsibilities

• Act as the primary point of contact for support requests via phone, email, chat, and ticketing systems

Troubleshoot and resolve basic technical issues, including:

• Workstations (Windows and macOS)

• Mobile devices

• Printers and peripherals

• Email platforms (e.g., Microsoft 365, Google Workspace)

Diagnose and resolve internet and network-related issues, such as:

• Modems, routers, NICs, and Wi-Fi connectivity

• LAN/WAN performance (latency, packet loss, traceroute)

• Server/head-end and gateway availability

• Network infrastructure (switches, wireless access points)

• Verify on-site or in-room hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)

• Assist with connectivity for non-PC devices (mobile devices, gaming consoles, PDAs)

• Support new user/customer setup and basic service provisioning

• Log, categorize, and prioritize tickets to meet or exceed SLA targets

• Perform initial diagnostics and aim for first-call resolution

• Escalate unresolved or complex issues to Tier 2 or Tier 3 teams with complete documentation

• Follow SOPs, runbooks, and knowledge base articles

• Maintain professionalism and confidentiality when handling client data

• Manage user accounts (password resets, access provisioning, permissions)

• Support onboarding and offboarding processes

• Keep accurate documentation of issues, resolutions, and interactions

• Monitor system alerts and respond proactively

• Deliver excellent customer service with a professional demeanor at all times

• Continuously develop technical skills and stay updated on MSP tools and best practices