IT Support Services I-Help Desk

About Courser

Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

About the role

We are looking for a skilled IT Support Services I-Help Desk 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.

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
• Monitor and 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

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.

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401(k) company match
• Flexible vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Membership Subsidy
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing certifications

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

This response is AI-generated, for reference only.