IT Support Pro — Quick-Fix Desk & Cloud Help

Palmetto Technology Group; United States; Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险

401k match

Unlimited vacation time

Paid sick time

Holidays incl. Birthday & Floating

Job summary

Courser seeks a skilled IT Support Services I-Quick Fix professional to diagnose, troubleshoot, and resolve hardware, software, and network issues for employees and clients. You will handle desktop support, routing tickets, and customer service within tight SLAs.

You’ll work with Windows/macOS/Linux, Microsoft 365/Azure, and cloud apps while collaborating with engineers and non-technical staff to deliver timely solutions and excellent user experiences.

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.

Responsibilities

• Resolve support tickets from contract customers and schedule 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.

Skills

Windows OS

macOS

Linux

Networking

Helpdesk

Customer service

Time management

Education

Bachelor's degree in CS/IT or related

Tools

ConnectWise

ServiceNow

Zendesk

JIRA

AWS

Azure

Google Workspace

Job description

Courser seeks a skilled IT Support Services I-Quick Fix professional to diagnose, troubleshoot, and resolve hardware, software, and network issues for employees and clients. You will handle desktop support, routing tickets, and customer service within tight SLAs.

You’ll work with Windows/macOS/Linux, Microsoft 365/Azure, and cloud apps while collaborating with engineers and non-technical staff to deliver timely solutions and excellent user experiences.