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 troubleshootin...