IT Helpdesk Technician – Tier 1 (MSP & HSIA Support)

About the role

We are looking for a Tier 1 IT Helpdesk Technician to provide high‑quality technical support and customer service across phone, email, chat and ticketing platforms. You will be the first point of contact for workstation, network and HSIA issues, ensuring timely resolution or proper escalation while meeting service level agreements.

Key responsibilities

• Serve as the primary contact for support requests via phone, email, chat and ticketing systems.
• Troubleshoot and resolve basic issues on Windows and macOS workstations, mobile devices, printers and peripherals.
• Diagnose network and internet connectivity problems, including modems, routers, NICs, Wi‑Fi, LAN/WAN performance and gateway availability.
• Verify on‑site and in‑room network hardware such as CPE, cabling, xDSL, coax and Wi‑Fi bridges.
• Support connectivity for non‑PC devices (gaming consoles, PDAs, etc.).
• Assist with user provisioning, password resets and basic service configuration.
• Log, categorize, prioritize and manage tickets in accordance with SLAs, aiming for first‑call resolution.
• Escalate complex issues to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base articles.
• Maintain accurate documentation of incidents, resolutions and interactions.
• Monitor alerts and respond to automated system notifications.

Required profile

• 1‑2 years of experience in IT support, MSP or HSIA environments.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, DNS, DHCP and Wi‑Fi networking fundamentals.
• Proficiency in internet/HSIA troubleshooting and network diagnostics (latency, packet loss, traceroute).
• Familiarity with ticketing platforms such as ConnectWise, ServiceNow or Zendesk.
• Experience administering Microsoft 365 and using Remote Monitoring & Management (RMM) tools.
• Basic cybersecurity practices including MFA and endpoint protection.
• Hands‑on experience with network hardware (modems, routers, switches, WAPs, CPE) and cabling technologies (xDSL, coax, Ethernet).
• Preferred experience with Nomadix devices.
• Relevant certifications (CompTIA A+, CompTIA Network+, Microsoft Fundamentals, ITIL Foundation) are a plus.

Required skills

• Windows
• macOS
• Active Directory
• DNS
• DHCP
• Wi‑Fi networking
• ConnectWise / ServiceNow / Zendesk
• Microsoft 365 administration
• Remote Monitoring & Management tools
• MFA and endpoint protection
• Network diagnostics (latency, packet loss, traceroute)
• Modems, routers, switches, WAPs, CPE
• xDSL, coax, Ethernet cabling
• Nomadix