About This Role
This Help Desk L1 Agent role serves as the initial point of contact for clients within a Managed Service Provider (MSP) environment, focusing on troubleshooting and resolving technical issues while delivering excellent customer service. The position is ideal for someone with strong critical thinking skills, a customer-centric mindset, and a foundational understanding of IT systems and networks.
Responsibilities
- Serve as the first point of contact for clients via phone, email, and the ConnectWise ticketing system
- Diagnose and troubleshoot hardware, software, and network issues
- Provide front-line technical support and escalate complex issues to L2/L3 as needed
- Assist with installation, configuration, and maintenance of client IT systems
- Deliver remote and on-site support as needed
- Maintain accurate, detailed records of client interactions in ConnectWise
- Create and update technical documentation and knowledge base articles
- Build strong client relationships through proactive support and follow-up
- Educate clients on IT best practices and preventative maintenance
Requirements
- Basic knowledge of Microsoft 365 admin portal and application suite
- Basic understanding of Windows 10/11 (Mac not required)
- Basic knowledge of network infrastructure (modems, firewalls, VPNs, routers)
- Familiarity with remote support tools (TeamViewer, ScreenConnect, Bomgar)
- Printer support experience (installing/configuring network and local printers)
- Basic understanding of antivirus/security software (SentinelOne, Sophos, FortiClient)
- Basic Outlook troubleshooting and connectivity skills
- Hardware troubleshooting experience (PCs, thin clients, laptops, printers)
- Familiarity with mobile devices, tablets, and 2FA applications
- Experience with ticketing systems (ConnectWise, ServiceNow, JIRA)
- Excellent verbal and written communication; able to explain technical concepts clearly to non-technical clients
- Strong customer service skills across phone, email, and in-person interactions
- Solid analytical and systematic troubleshooting ability
- Effective time management and ability to juggle multiple support requests
- Collaborative team player who shares knowledge with colleagues
- Adaptable to changing technologies and environments
- Composed under pressure; patient with clients, even in de-escalation scenarios
- Takes ownership of tasks and follows through on commitments
- High school diploma or equivalent
- 1–2 years of technical support experience, ideally in an MSP help desk environment