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 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.

IT Support Services I-Help Desk

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

Monitor and maintain IT systems and networks to proactively identify potential issues and prevent disruptions

Collaborate with other IT team members and escalated 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

Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.

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