Tier 1 IT Helpdesk or MSP Support Agent

Role Overview

As a Tier 1 IT Helpdesk Support Agent, you’ll handle initial requests from clients experiencing computer, account, or high-speed internet problems. You’ll investigate issues, resolve common faults where possible, and give more complex cases a clear, well-documented handoff so clients and specialist teams know what has happened and what needs to happen next.

Key Responsibilities

• Receive support requests by phone, email, chat, and ticketing system, clarify the impact, and explain expected next steps.
• Troubleshoot everyday Windows and macOS issues, mobile devices, printers, accessories, email, and user access.
• Investigate Wi-Fi and wired-network faults involving routers, modems, network adapters, switches, wireless access points, and LAN or WAN connections.
• Use appropriate first-line diagnostics, such as checking latency, packet loss, or a traceroute, to narrow down connectivity problems.
• Help assess customer-site equipment and connections, including cabling, DSL or coax lines, customer premises hardware, and wireless bridges; assist with connecting non-computer devices when needed.
• Apply documented troubleshooting steps and knowledge resources to resolve cases at first contact whenever practical.
• Log, categorize, prioritize, and update tickets, recording client communications, investigation steps, and outcomes in line with service-level expectations.
• Escalate unresolved faults with useful diagnostic evidence and context, follow up as appropriate, respond to assigned alerts, and assist with account setup, password resets, access changes, and client onboarding or offboarding.

Requirements & Qualifications

• Typically 1–2 years of experience in IT helpdesk, technical support, high-speed internet support, or an MSP environment.
• High school diploma or equivalent; an associate degree in IT or a related field is preferred.
• Working knowledge of Windows or macOS, user accounts, Active Directory, and networking fundamentals such as IP addressing, DNS, DHCP, and Wi-Fi.
• Ability to troubleshoot device and internet connectivity in a systematic way and explain instructions clearly to non-technical users.
• Experience with ticketing software; ConnectWise, ServiceNow, or Zendesk familiarity is useful.
• Strong spoken and written English, professional customer-service skills, and discretion when handling client information.
• Reliable organization and prioritization skills, with the ability to follow procedures and contribute independently or alongside a support team.
• MSP or HSIA experience is an advantage. Familiarity with Microsoft 365 administration, remote monitoring and management tools, MFA, and endpoint protection is also beneficial.
• CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS-900 or AZ-900), and ITIL Foundation certifications are welcome but not required.