Tier 1 IT Helpdesk MSP Support Agent

Job Title: Tier 1 IT Helpdesk or MSP Support Agent

Position Overview

The Tier 1 IT Helpdesk or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency.

Key Responsibilities

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

• Troubleshoot and resolve basic technical issues related to:
  

• Workstations (Windows/Mac)
  

• Mobile devices
  

• Printers and peripherals
  

• Email systems (e.g. Microsoft 365 Google Workspace)
  

• Internet connectivity and network-related issues including:
  

• Modems routers NICs and Wi-Fi connectivity
  

• LAN/WAN verification and stability (latency packet loss traceroute)
  

• Head-end/server and gateway availability
  

• Network components (switches WAPs)
  

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

• Assists with non-PC device connectivity (mobile devices gaming consoles PDAs)
  

• Supports adding new users/customers and basic service provisioning
  

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

• Perform initial diagnostics and provide first-call resolution whenever possible
  

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

• Follow standard operating procedures (SOPs) runbooks and knowledge base articles
  

• Maintain a high level of professionalism and confidentiality when handling client data
  

• Assist with user account management (password resets access provisioning permissions)
  

• Support onboarding and offboarding processes for client users
  

• Maintain accurate documentation of issues resolutions and client interactions
  

• Monitor system alerts and respond to automated notifications as needed
  

• Delivering excellent customer service and always maintain a professional demeanor
  

• Continuously expand technical knowledge and stay current with MSP tools and best practices
  

Required Qualifications

• 12 years of experience in IT support helpdesk HSIA support or MSP environment (preferred)
  

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

• Strong customer service mindset with the ability to manage multiple tasks simultaneously
  

• Ability to follow processes while exercising sound judgment
  

• Reliable punctual and able to work independently or as part of a team
  

• Strong understanding of basic IT concepts troubleshooting methodologies and problem-solving skills
  

• Basic understanding of:
  

• Windows and/or macOS operating systems
  

• Active Directory and user account management
  

• Required Skills:

  Requirements Summary 12 years of experience in IT Support Helpdesk MSP or HSIA environments. Basic knowledge of: Windows and/or macOS Networking (IP DNS DHCP Wi-Fi) Active Directory Internet and connectivity troubleshooting Experience using ticketing systems (ServiceNow Zendesk ConnectWise etc.). Strong verbal and written English communication skills. Excellent customer service and communication skills. Ability to troubleshoot issues and work under pressure. Ability to multitask and follow processes/SLA requirements. Nice to have experience with: Microsoft 365 RMM tools Basic cybersecurity practices (MFA endpoint protection) Preferred certifications: CompTIA A CompTIA Network MS-900 / AZ-900 ITIL Foundation