Job Title: Tier 1 IT Helpdesk or MSP Support Agent Position Overview The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency. Key Responsibilities Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems Troubleshoot and resolve basic technical issues related to: Workstations (Windows/Mac) Mobile devices Printers and peripherals Email systems (e.g., Microsoft 365, Google Workspace) Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN verification and stability (latency, packet loss, traceroute) Head-end/server and gateway availabi...