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

• 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

• 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

• Troubleshooting
• Customer Service
• Technical Support
• Windows Operating System
• macOS Operating System
• Active Directory
• User Account Management
• Network Connectivity
• IT Concepts
• Problem-Solving

• 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
• Basic understanding of Active Directory and user account management