Tier 1 IT Helpdesk Technician (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

• Respond to support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve 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/server 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.).
• Perform user provisioning, password resets, and access permissions.
• Log, categorize, prioritize, and manage tickets in line 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 incident documentation.

Required profile

• 1‑2 years of experience in IT support, Helpdesk, MSP, or HSIA environments.
• Familiarity with ticketing systems such as ConnectWise, ServiceNow, or Zendesk.
• Preferred certifications: CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS‑900, AZ‑900), ITIL Foundation.

Required skills

• Windows and macOS operating systems.
• Active Directory user account management.
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi.
• Network diagnostics: latency, packet loss, traceroute.
• Experience with modems, routers, switches, WAPs, CPE.
• Understanding of cabling technologies: xDSL, coax, Ethernet.
• Microsoft 365 administration.
• Remote Monitoring & Management (RMM) tools.
• Basic cybersecurity practices: MFA, endpoint protection.
• Nomadix platform (strongly preferred).