IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk (MSP Support Agent) provides high‑quality technical assistance to clients across multiple channels, primarily by phone. You will be the first point of contact for workstation, network, and internet connectivity issues, ensuring fast resolution or proper escalation.

Key responsibilities

• Receive and triage support requests via phone, email, chat, and ticketing systems.
• Troubleshoot Windows/macOS workstations, mobile devices, printers, and email platforms (Microsoft 365, Google Workspace).
• Diagnose and resolve internet/HSIA problems, including modems, routers, Wi‑Fi, LAN/WAN latency, and packet loss.
• Verify on‑site network hardware (CPE, cabling, xDSL, coax, Wi‑Fi bridges) and assist non‑PC device connectivity.
• Log, categorize, and prioritize tickets to meet SLA targets; provide first‑call resolution when possible.
• Escalate complex issues to Tier 2/3 with detailed documentation.
• Maintain user accounts (password resets, access provisioning) and support onboarding/offboarding processes.
• Monitor system alerts and follow SOPs, runbooks, and knowledge‑base articles.

Required profile

• 1‑2 years of experience in IT support, helpdesk, HSIA, or MSP environments.
• High school diploma (associate degree in IT preferred).
• Strong customer‑service mindset and ability to manage multiple tasks.
• Reliable, punctual, and able to work independently or within a team.

Required skills

• Windows and macOS operating systems
• Active Directory user management
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi
• Internet/HSIA troubleshooting
• Ticketing systems (ConnectWise, ServiceNow, Zendesk)
• Microsoft 365 and Google Workspace

What we offer

• Opportunity to develop technical expertise in a fast‑growing MSP environment.
• Collaborative team culture focused on continuous learning.