{"id":836214,"url":"https://alion.io/job/calltekinc-it-helpdeskmsp","title":"IT Helpdesk/MSP","company":{"id":688934,"name":"CallTek","domain":"calltekinc.com","url":"https://alion.io/company/calltekinc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":79,"open_postings":5,"ghost_share":0.2,"stale_share":0,"repost_share":0.6,"time_to_fill_p50_days":50,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["General Santos, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":19500,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"ServiceNow","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-11-04T23:10:08Z","board_verified":true,"closed_at":null,"days_open":63,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":63},"description":"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.\nKey Responsibilities:\nServe as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems \nTroubleshoot and resolve basic technical issues related to: \nWorkstations (Windows/Mac) \nMobile devices \nPrinters and peripherals \nEmail systems (e.g., Microsoft 365, Google Workspace) \nInternet connectivity and network-related issues, including: \nModems, routers, NICs, and Wi-Fi connectivity \nLAN/WAN verification and stability (latency, packet loss, traceroute) \nHead-end/server and gateway availability \nNetwork components (switches, WAPs) \nVerifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges) \nAssists with non-PC device connectivity (mobile devices, gaming consoles, PDAs) \nSupports adding new users/customers and basic service provisioning \nLog, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets \nPerform initial diagnostics and provide first-call resolution whenever possible \nEscalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation \nFollow standard operating procedures (SOPs), runbooks, and knowledge base articles \nMaintain a high level of professionalism and confidentiality when handling client data \nAssist with user account management (password resets, access provisioning, permissions) \nSupport onboarding and offboarding processes for client users \nMaintain accurate documentation of issues, resolutions, and client interactions \nMonitor system alerts and respond to automated notifications as needed \nDelivering excellent customer service and always maintain a professional demeanor \nContinuously expand technical knowledge and stay current with MSP tools and best practices \nRequirements\nQualifications:\n1-2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred) \nHigh school diploma or equivalent (Associates degree in IT or related field preferred) \nStrong customer service mindset with the ability to manage multiple tasks simultaneously \nAbility to follow processes while exercising sound judgment \nReliable, punctual, and able to work independently or as part of a team \nStrong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills \nBasic understanding of: \nWindows and/or macOS operating systems \nActive Directory and user account management \nNetworking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) \nInternet/HSIA troubleshooting \nExperience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) \nExcellent verbal and written communication skills \nAbility to clearly speak, read, and understand the English language in a professional environment \nAbility to manage multiple tasks and prioritize effectively in a fast-paced environment \nPreferred Qualifications:\nExperience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment \nFamiliarity with: \nMicrosoft 365 administration \nRemote monitoring and management (RMM) tools \nBasic cybersecurity practices (MFA, endpoint protection) \nRelevant certifications (a plus but not required): \nCompTIA A+ \nCompTIA Network+ \nMicrosoft Fundamentals certifications (MS-900, AZ-900) \nITIL Foundation \nKey Competencies:\nCustomer-focused mindset \nStrong troubleshooting and analytical skills \nAttention to detail and documentation accuracy \nAbility to follow SOPs and processes \nTeam collaboration and willingness to learn \nTime management and organizational 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