Tier 1 IT Helpdesk or MSP Support Agent

Role 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.

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, peripherals, and email systems (e.g., Microsoft 365, Google Workspace)
• Troubleshoot internet connectivity and network-related issues, including modems, routers, NICs, and Wi-Fi connectivity, as well as LAN/WAN verification and stability (latency, packet loss, traceroute)
• Verify in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)
• Assist with non-PC device connectivity (mobile devices, gaming consoles, PDAs)
• Support 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
• Deliver excellent customer service and always maintain a professional demeanor
• Continuously expand technical knowledge and stay current with MSP tools and best practices

Required Qualifications

• 1–2 years of experience in IT support, helpdesk, HSIA support, or MSP environment (preferred)
• High school diploma or equivalent (Associate's 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
• Basic understanding of networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) and Internet/HSIA troubleshooting
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)
• Excellent verbal and written communication skills in English
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Preferred Qualifications

• Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment
• Familiarity with Microsoft 365 administration, Remote Monitoring and Management (RMM) tools, and basic cybersecurity practices (MFA, endpoint protection)
• Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS-900, AZ-900), or ITIL Foundation