Help Desk Agent

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 associate 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 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 elevate 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 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) Experience with cloud platforms like AWS, Azure, or Google Workspace Knowledge of ITIL practices and IT service management What We Do For You At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self‑promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together. Benefit Highlights Competitive benefits package, including medical, dental, vision, and life insurance 401k match Flexible PTO 10 Holidays including your Birthday and a Floating Holiday! Gym reimbursement Amazon Prime reimbursement 40 Hours for Volunteer Time Paid Maternity and Paternity leave Paid certifications Learning and development programs Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws. #J-18808-Ljbffr