IT Helpdesk/MSP

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

Requirements

Qualifications:

• 1–2 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

• Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)

• Internet/HSIA troubleshooting 

• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)

• Excellent verbal and written communication skills

• Ability to clearly speak, read, and understand the English language in a professional environment

• 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

• Basic cybersecurity practices (MFA, endpoint protection)

• Relevant certifications (a plus but not required):

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals certifications (MS-900, AZ-900)

• ITIL Foundation

Key Competencies:

• Customer-focused mindset

• Strong troubleshooting and analytical skills 

• Attention to detail and documentation accuracy 

• Ability to follow SOPs and processes

• Team collaboration and willingness to learn

• Time management and organizational skills