Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk / MSP Support Agent provides first‑line technical assistance to clients across multiple channels, primarily by phone. You will resolve basic workstation, network, and connectivity issues while ensuring service level agreements are met.

Key responsibilities

• Serve as the primary contact for support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues on Windows and macOS workstations, printers, mobile devices, and email platforms (Microsoft 365, Google Workspace).
• Diagnose internet connectivity problems, including modems, routers, NICs, Wi‑Fi, LAN/WAN performance, and network hardware verification.
• Assist with non‑PC device connectivity such as gaming consoles and PDAs.
• Log, categorize, and prioritize tickets to meet SLA response and resolution targets.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Perform user account management tasks, including password resets and access provisioning.
• Support onboarding and off‑boarding processes for client users.

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 handle multiple tasks.
• Reliable, punctual, and capable of working independently or within a team.

Required skills

• Windows operating system
• macOS operating system
• Active Directory user management
• Microsoft 365
• Google Workspace
• Network troubleshooting (modems, routers, NICs, Wi‑Fi, LAN/WAN, switches, WAPs)
• Printer and peripheral support
• Mobile device support