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