IT Support Services I-Help Desk

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

Requirements

• 2+ years of experience in 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, and technical process and procedure documentation
• Excellent verbal and written communication skills, with the ability to effectively engage internal and external customers
• Strong computer proficiency with MS Office (Word, Excel, Outlook)
• Ability to work under pressure, meet deadlines, and maintain a positive attitude while delivering exemplary customer service
• Capability to work independently and complete assignments within prescribed instructions, routines, and standards
• High School diploma or GED required; Associate degree preferred

Technologies

• ConnectWise
• AWS
• Azure
• Google Workspace
• PowerShell
• Active Directory
• Group Policy
• Microsoft Office (Word, Excel, Outlook)
• CompTIA A+
• CompTIA Network+
• Microsoft Certified Solutions Associate (MCSA)
• MS-900

Benefits

• 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; first year includes 10 vacation days

About Courser

Courser accelerates the growth of IT service provider companies by building dynamic partnerships. The organization emphasizes teamwork, service, growth-mindedness, trust, and innovation to deliver impactful solutions and excellent customer experiences in a fast-paced IT environment.

Why you will love working here

• Courser prioritizes personal and professional development with best-in-class training, mentorship, and clear advancement paths
• A culture of innovation that encourages challenging the status quo
• Nationwide teams enable broad knowledge sharing and collaborative growth