About the job

• The Tier 1 IT Helpdesk or MSP Support Agent provides high-quality customer service and technical support through multiple communication channels, primarily phone. Acts as frontline support for IT and HSIA concerns, ensuring timely resolution or escalation while meeting SLAs and maintaining efficiency.

 Responsibilities

• Multi-channel support~ handle requests via phone, email, chat, ticketing systems Issue resolution~ troubleshoot workstations (Windows/Mac), mobile devices, printers, email systems (Microsoft 365, Google Workspace), internet connectivity, LAN/WAN, routers, switches, WAPs, cabling, non-PC devices (consoles, PDAs) Ticket management~ log, categorize, prioritize to meet SLA targets Escalation~ forward complex cases to Tier 2/3 with documentation User management~ password resets, access provisioning, onboarding/offboarding Monitoring~ respond to alerts and notifications Documentation~ maintain accurate records of issues and resolutions Customer service~ ensure professional, empathetic support Continuous learning~ stay updated on MSP tools and best practices

Skills & Qualifications

• Experience~ 1-2 years in IT support, helpdesk, HSIA, or MSP
• Education~ high school diploma (associate degree preferred)
• Customer focus~ multitasking with professionalism
• Technical knowledge~ Windows/macOS, Active Directory, networking fundamentals (IP, DNS, DHCP, Wi-Fi), ticketing systems (ConnectWise, ServiceNow, Zendesk)
• Communication~ excellent English, verbal and written
• Preferred MSP/HSIA experience Microsoft 365 admin RMM tools Cybersecurity basics~ MFA, endpoint protection Nomadix highly desirable