Job Title: Tier
1
IT Helpdesk
or
MSP
Support Agent

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