IT Support Services I-Help Desk

About the role

We are looking for a skilled IT Support Services professional to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Services I-Help Desk will be responsible for diagnosing, troubleshooting, and resolving issues related to hardware, software, and network systems. This role requires strong analytical skills, technical knowledge, and a customer-oriented approach to help users resolve their IT challenges efficiently.

Key Responsibilities

• Provide frontline IT support, responding to technical issues submitted through phone, email, and ticketing systems within agreed-upon SLAs.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and printers.
• Install, configure, and update operating systems, software, and hardware for new and existing users.
• Manage client user accounts, including setting up new accounts, handling password resets, and managing permissions.
• Troubleshoot network issues, including Wi-Fi connectivity, VPN access, and network printer issues.
• Document solutions and troubleshooting steps for recurring issues and update the knowledge base for future reference.
• Maintain IT systems and networks to proactively identify potential issues and prevent disruptions.
• Collaborate with other IT team members and escalate complex issues to senior engineers as needed.
• Support IT projects such as system upgrades, software deployments, and network expansions.
• Ensure security measures are followed to protect the integrity of data and systems.
• Maintain compliance with all company policies and procedures.
• Answer phone calls and triage issues.
• Other duties as assigned.

Key Qualifications

• +2 years experience with Microsoft Networks, firewall configuration, network configuration, workstation setup and installation, print management, integrating cloud technology, network and endpoint security, TCP/IP protocols, Active Directory and Group Policy management, Powershell, technical process and procedure documentation.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office - Word Excel and Outlook).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignment to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• High School diploma or GED required.
• Associate degree preferred.

Preferred Experience

• Experience with ConnectWise.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA), MS-900.
• Experience with cloud platforms like AWS, Azure, or Google Workspace.
• Knowledge of ITIL practices and IT service management.

Why you’ll love working here

At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs

*Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days.

Required

We've received your resume. Click here to update it.