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