IT Support Services I-Help Desk

About Courser

Courser accelerates the growth of IT service provider companies by fostering dynamic partnerships and delivering impactful solutions. Rooted in core values such as Teamwork, Service, Growth-Mindedness, Trust, and Innovation, we are committed to creating phenomenal customer experiences. If you thrive in a fast-paced IT environment, we invite you to join our rapidly expanding team and contribute to our continued success.

Position Overview

We are seeking a skilled and customer-focused IT Support Services professional to join our team as an I-Help Desk Specialist. In this role, you will serve as the first point of contact for employees and clients, providing exceptional technical assistance to diagnose, troubleshoot, and resolve hardware, software, and network-related issues. Your expertise and proactive approach will be instrumental in ensuring seamless IT operations and enhancing user productivity across the organization.

Key Responsibilities

• Frontline Technical Support: Respond to and resolve technical issues submitted via phone, email, and ticketing systems, adhering to established service level agreements (SLAs) to ensure timely resolution.
• Hardware and Software Troubleshooting: Diagnose and resolve issues across a variety of devices, including desktops, laptops, mobile devices, and printers, ensuring minimal disruption to business operations.
• System Configuration and Maintenance: Install, configure, and update operating systems, software applications, and hardware components for both new and existing users, maintaining optimal performance and security.
• User Account Management: Create and manage user accounts, perform password resets, and adjust permissions to align with organizational policies and security protocols.
• Network and Connectivity Support: Troubleshoot network-related challenges, including Wi-Fi connectivity, VPN access, and network printer issues, to ensure reliable and secure connectivity.
• Knowledge Management: Document solutions and troubleshooting steps for recurring issues, updating the knowledge base to streamline future support and reduce resolution times.
• Proactive System Monitoring: Monitor IT systems and networks to identify potential issues before they escalate, implementing preventive measures to maintain system integrity and uptime.
• Collaboration and Escalation: Work closely with senior IT team members to escalate complex issues and participate in IT projects, such as system upgrades, software deployments, and network expansions.
• Security and Compliance: Ensure adherence to security best practices and company policies to safeguard data integrity and protect against potential threats.
• Customer Service Excellence: Maintain a positive and professional demeanor while addressing user inquiries, demonstrating strong communication skills and a commitment to exceptional service.

Qualifications and Skills

To excel in this role, you should possess the following qualifications and attributes:

• Technical Proficiency: Minimum of 2 years of experience with Microsoft Networks, firewall configuration, network setup, workstation installation, print management, cloud technology integration, network and endpoint security, TCP/IP protocols, Active Directory and Group Policy management, PowerShell, and technical documentation.
• Communication Skills: Excellent verbal and written communication abilities, with the capacity to interact effectively with both internal teams and external clients.
• Technical Aptitude: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and a strong understanding of IT infrastructure and systems.
• Problem-Solving: Ability to work under pressure, meet deadlines, and maintain a positive attitude while delivering high-quality support.
• Independence and Accountability: Capacity to work autonomously, follow established procedures, and complete assignments within defined parameters.
• Education: High School diploma or GED required; Associate degree in a related field is preferred.

Preferred Experience and Certifications

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

Why Join Courser?

At Courser, we are dedicated to the personal and professional growth of our employees. Our commitment to excellence is reflected in our best-in-class training programs, mentorship opportunities, and clear pathways for career advancement. We cultivate a culture of innovation, encouraging employees to challenge the status quo and drive continuous improvement. With a collaborative and geographically diverse team, we leverage collective expertise to foster a dynamic and supportive work environment.

Benefits Overview

We offer a comprehensive benefits package designed to support your well-being and professional development, including:

• Competitive compensation and benefits, including medical, dental, vision, and life insurance.
• 401k matching program to help secure your financial future.
• Unlimited vacation time* to promote work-life balance and personal well-being.
• Paid sick time to ensure you can prioritize your health without compromise.
• 10 paid holidays, including your birthday and a floating holiday for added flexibility.
• Healthy lifestyle reimbursement to support your wellness journey.
• Amazon Prime reimbursement to enhance your shopping experience.

*Subject to company policies and approval.