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