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