IT Support Services I - Help Desk

Palmetto Technology Group (PTG); Riverside (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision, and life ins.

401k match

Flexible PTO

Holidays

Gym reimbursement

Amazon Prime reimbursement

Volunteer time off

Paid certifications

Learning and development programs

Job summary

Courser is seeking an IT Support Engineer to provide frontline support for employees and clients, diagnosing hardware, software, and network issues while maintaining excellent customer service. You will install, configure, and update systems, manage user accounts, and contribute to knowledge bases.

Ideal candidates have 2+ years of IT support experience, strong communication skills, and familiarity with ConnectWise, cloud platforms, and ITIL practices.

Qualifications

• 2+ years of IT support or helpdesk experience.
• Experience with Windows networks and endpoint security basics.
• Strong communication and customer service skills.

Responsibilities

• Provide frontline IT support via phone, email, and tickets within SLAs.
• Diagnose and resolve hardware, software, and network issues on desktops and devices.
• Install, configure, and update operating systems and software for users.
• Manage user accounts including password resets and permissions.
• Troubleshoot VPN, Wi-Fi, and network printer issues.
• Document solutions and update knowledge base for recurring issues.
• Monitor IT systems to prevent downtime and escalate complex problems.
• Support IT projects like system upgrades and deployments.
• Ensure data and system security measures are followed.

Skills

Communication skills

Customer service

MS Office proficiency

Work under pressure

Independent worker

Education

High School diploma or GED

Associate degree preferred

Tools

ConnectWise

Cloud platforms (AWS/Azure/Google Workspace)

ITIL practices

Job description

IT Support Engineer

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 TimePaid 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.