Job Title~ Tier 1 IT Helpdesk / MSP Support Agent
Summary~
Provide high-quality technical support and customer service primarily via phone, email, chat, and ticketing systems. Serve as the first point of contact for IT and High-Speed Internet Access (HSIA) issues, ensuring timely resolution or proper escalation while meeting SLAs and maintaining operational efficiency.
Key Responsibilities~
Serve as the primary point of contact for support requests via phone, email, chat, and ticketing systems Troubleshoot and resolve basic technical issues related to~ Workstations (Windows, macOS) Mobile devices Printers and peripherals Email systems (Microsoft 365, Google Workspace) Diagnose and resolve network and internet connectivity issues, including~ Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN performance (latency, packet loss, traceroute) Gateway/server availability Network infrastructure (switches, WAPs) Verify on-site and in-room network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges) Support connectivity for non-PC devices (mobile devices, gaming consoles, PDAs) Assist with user provisioning and basic service configuration Log, categorize, prioritize, and manage tickets in accordance with SLAs Perform initial diagnostics and aim for first-call resolution Escalate complex issues to Tier 2/3 with proper documentation Follow SOPs, runbooks, and knowledge base articles Execute user account tasks (password resets, access provisioning, permissions) Support onboarding and offboarding processes Maintain accurate documentation of incidents, resolutions, and interactions Monitor alerts and respond to automated system notifications
Qualifications~
1-2 years of experience in IT support / Helpdesk / MSP / HSIA environments Strong knowledge of~ Windows and macOS operating systems Active Directory and user account management Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) Internet / HSIA troubleshooting Experience with ticketing systems (ConnectWise, ServiceNow, Zendesk or similar) Familiarity with~ Microsoft 365 administration Remote Monitoring & Management (RMM) tools Basic cybersecurity practices (MFA, endpoint protection) Ability to perform network diagnostics (latency, packet loss, traceroute) Experience working with network hardware (modems, routers, switches, WAPs, CPE) Understanding of cabling and connectivity technologies (xDSL, coax, Ethernet) Experience supporting multi-device environments (PCs, mobile, peripherals) Experience with Nomadix (strongly preferred / near-required)
Preferred Certifications~
CompTIA A+ CompTIA Network+ Microsoft Fundamentals (MS-900, AZ-900) ITIL Foundation
Notes~
Follow established SOPs, runbooks, and knowledge base guidance. Meet SLAs and document incidents and resolutions accurately.
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