Help Desk Engineer

Job Description

Job Description

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 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.
 
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 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. 
 
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 
·       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.

Physical Demands and ADA Requirements
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
 
·       This is a largely sedentary role. The employee is frequently required to sit/stand for long periods and work on a computer.
·       The employee must be able to verbally communicate effectively with clients, employees and management to address questions and resolve issues. This involves talking, hearing, and understanding.
·       This position requires the regular use of a laptop computer and other office equipment. The employee must be able to operate a keyboard and other devices for extended periods.
·       The employee may be required to occasionally lift or move up to 10 pounds.
·       Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Americans with Disabilities Act (ADA) Statement

Our company complies with the ADA and provides reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process, interviewing, and job performance. If you need a reasonable accommodation to perform the essential functions of the job, please contact us.

Equal Opportunity Employer

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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