IT Help Desk Pro: Frontline Support & Growth

Transitions Group; Wilmington (DE); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k match

Unlimited vacation

Job summary

Courser is seeking an IT Support Services I-Help Desk professional to provide frontline technical assistance to employees and clients. You will diagnose, troubleshoot, and resolve hardware, software, and network issues while maintaining strong customer service and adherence to SLAs.

Responsibilities include account management, device provisioning, VPN and network troubleshooting, and contributing to knowledge base updates.

Qualifications

• Excellent communication, written and verbal, with customers and internal teams.
• Ability to work under pressure and meet deadlines with a positive attitude.
• Independent work style and completion within set instructions.

Responsibilities

• Provide frontline IT support via phone, email, and tickets within SLAs.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, and mobile devices.
• Install, configure, and update operating systems, software, and hardware.
• Manage user accounts, passwords, and permissions.
• Troubleshoot Wi‑Fi, VPN, and network printer issues.
• Document solutions and update knowledge base for recurring issues.
• Monitor IT systems to proactively identify issues and prevent disruptions.
• Collaborate with IT team and escalate to senior engineers when needed.
• Support IT projects like upgrades, deployments, and expansions.
• Ensure security measures and policy compliance.

Skills

Microsoft Networks

Firewall configuration

Network configuration

Workstation setup

Print management

Cloud integration

Network security

TCP/IP protocols

Active Directory

Group Policy

PowerShell

Documentation

Education

High School diploma or GED

Associate degree preferred

Tools

ConnectWise

CompTIA A+

Network+

MCSA

MS-900

AWS

Azure

Google Workspace

Job description

Courser is seeking an IT Support Services I-Help Desk professional to provide frontline technical assistance to employees and clients. You will diagnose, troubleshoot, and resolve hardware, software, and network issues while maintaining strong customer service and adherence to SLAs.

Responsibilities include account management, device provisioning, VPN and network troubleshooting, and contributing to knowledge base updates.