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-Quick Fix
We are looking for a skilled IT Support Services I-Quick Fix professional to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Services I-Quick Fix 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:
· Responsible for resolving support tickets from our contract customers and assisting in scheduling tickets for the various levels of the team.
· Work in a team environment with other engineers, technicians and non-technical staff of varying experience.
· Provide troubleshooting, desktop support, networking, public cloud, and customer service skills within a 30-minute timeframe.
· Support clients with various configurations of the Microsoft platform, with a strong focus on the Microsoft Suite such as Office 365, Microsoft 365, and Azure.
· Engage with customers and build relationships with the supported users.
· Determine the level of urgency and priority of incoming customer tickets.
· Assess tickets, assign tickets to the appropriate engineers, and assist with escalations as required. Document tickets well for escalation and documentation needs.
· Make outbound calls and emails to schedule service appointments.
· Actively assist with updating and improving all documented processes related to Help Desk and Dispatch.
· Maintain compliance with all company policies and procedures.
· Answer phone calls and triage issues.
· Other duties as assigned.
Key Qualifications:
· Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
· 1+ years of experience in IT support, technical support, or a related role.
· Proficiency with operating systems (e.g., Windows, macOS, Linux) and standard software applications.
· Strong understanding of networking concepts, including TCP/IP, DNS, and VPN.
· Experience with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk, JIRA).
· Excellent troubleshooting skills with the ability to resolve technical issues efficiently.
· Strong communication skills, both written and verbal, with a customer-service focus.
· Ability to work independently and in a team, manage time effectively, and prioritize tasks.
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
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