IT Helpdesk Technician

The Tier 1 IT Helpdesk or MSP Support Agent provides high-quality customer service and technical support through multiple communication channels, primarily phone. This role acts as frontline support for IT and HSIA concerns, ensuring timely resolution or escalation while meeting SLAs and maintaining efficiency.\n\n### Key Responsibilities\n* Handle requests via phone, email, chat, and ticketing systems.\n* Troubleshoot workstations (Windows/Mac), mobile devices, printers, email systems (Microsoft 365, Google Workspace), internet connectivity, LAN/WAN, routers, switches, WAPs, cabling, and non-PC devices (consoles, PDAs).\n* Log, categorize, and prioritize issues to meet SLA targets.\n* Forward complex cases to Tier 2/3 with proper documentation.\n* Perform password resets, access provisioning, and onboarding/offboarding processes.\n* Respond to system alerts and notifications.\n* Maintain accurate records of issues and resolutions.\n* Ensure professional, empathetic support to all users.\n* Stay updated on MSP tools and best practices.\n\n### Skills & Qualifications\n* 1-2 years in IT support, helpdesk, HSIA, or MSP environments.\n* High school diploma required (associate degree preferred); BA/BSc/HND in a relevant field is highly valued.\n* Strong ability to multitask while maintaining professionalism.\n* Windows/macOS, Active Directory, networking fundamentals (IP, DNS, DHCP, Wi-Fi), and ticketing systems (ConnectWise, ServiceNow, Zendesk).\n* Excellent English, both verbal and written.\n* MSP/HSIA experience, Microsoft 365 administration, RMM tools, cybersecurity basics (MFA, endpoint protection), and familiarity with Nomadix is highly desirable.