Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk (MSP Support Agent) provides front‑line technical assistance to clients across multiple channels, primarily by phone. You will resolve basic workstation, network, and connectivity issues while ensuring SLA compliance.

Key responsibilities

• Serve as the primary point of contact for support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues on Windows/Mac workstations, mobile devices, printers, email platforms (Microsoft 365, Google Workspace), and internet/HSIA connectivity.
• Verify and diagnose network hardware (modems, routers, switches, Wi‑Fi access points) and assist with non‑PC device connectivity.
• Log, categorize, and prioritize tickets, aiming for first‑call resolution and meeting SLA targets.
• Escalate complex problems to Tier 2/3 with proper documentation and follow SOPs and runbooks.

Required profile

• 1–2 years of experience in IT support, helpdesk, or MSP environments.
• High school diploma (associate degree in IT preferred) and strong customer‑service mindset.
• Ability to work independently or within a team, manage multiple tasks, and maintain professionalism.

Required skills

• Windows and macOS operating systems.
• Active Directory and user account management.
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi, LAN/WAN troubleshooting.
• Ticketing systems such as ConnectWise, ServiceNow, or Zendesk.
• Microsoft 365 administration and basic RMM tools.
• Basic cybersecurity practices (MFA, endpoint protection).