It Helpdesk Technician

Job Title: Tier 1 IT Helpdesk / MSP Support Agent

Summary:

• Provide high-quality technical support and customer service primarily via phone, email, chat, and ticketing systems.

• Serve as the first point of contact for IT and High-Speed Internet Access (HSIA) issues, ensuring timely resolution or proper escalation while meeting SLAs and maintaining operational efficiency.

Key Responsibilities:

• Serve as the primary point of contact for support requests via phone, email, chat, and ticketing systems

• Troubleshoot and resolve basic technical issues related to:

• Workstations (Windows, macOS)

• Mobile devices

• Printers and peripherals

• Email systems (Microsoft 365, Google Workspace)

• Diagnose and resolve network and internet connectivity issues, including:

• Modems, routers, NICs, and Wi-Fi connectivity

• LAN/WAN performance (latency, packet loss, traceroute)

• Gateway/server availability

• Network infrastructure (switches, WAPs)

• Verify on-site and in-room network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)

• Support connectivity for non-PC devices (mobile devices, gaming consoles, PDAs)

• Assist with user provisioning and basic service configuration

• Log, categorize, prioritize, and manage tickets in accordance with SLAs

• Perform initial diagnostics and aim for first-call resolution

• Escalate complex issues to Tier 2/3 with proper documentation

• Follow SOPs, runbooks, and knowledge base articles

• Execute user account tasks (password resets, access provisioning, permissions)

• Support onboarding and offboarding processes

• Maintain accurate documentation of incidents, resolutions, and interactions

• Monitor alerts and respond to automated system notifications

Qualifications:

• 1–2 years of experience in IT support / Helpdesk / MSP / HSIA environments

• Strong knowledge of:

• Windows and macOS operating systems

• Active Directory and user account management

• Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)

• Internet / HSIA troubleshooting

• Experience with ticketing systems (ConnectWise, ServiceNow, Zendesk or similar)

• Familiarity with:

• Microsoft 365 administration

• Remote Monitoring & Management (RMM) tools

• Basic cybersecurity practices (MFA, endpoint protection)

• Ability to perform network diagnostics (latency, packet loss, traceroute)

• Experience working with network hardware (modems, routers, switches, WAPs, CPE)

• Understanding of cabling and connectivity technologies (xDSL, coax, Ethernet)

• Experience supporting multi-device environments (PCs, mobile, peripherals)

• Experience with Nomadix (strongly preferred / near-required)

Preferred Certifications:

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals (MS-900, AZ-900)

• ITIL Foundation

Notes:

• Follow established SOPs, runbooks, and knowledge base guidance.

• Meet SLAs and document incidents and resolutions accurately.

 

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