IT Support Services I-Help Desk

Palmetto Technology Group (PTG); Wilmington (DE); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401k match

Unlimited vacation time

Paid sick time

Paid parental leave

Education reimbursement

Job summary

Courser is seeking an IT Support Services I-Help Desk specialist to provide frontline technical assistance for employees and clients. You will diagnose and resolve hardware, software, and network issues, ensuring timely responses via phone, email, and ticketing systems.

Candidates should demonstrate strong analytical skills, customer focus, and the ability to document solutions. This role supports office IT, security, and system upgrades in a fast-paced environment.

Qualifications

• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Provide frontline IT support via phone, email, and tickets within SLAs.
• Configure operating systems, software, and hardware for new and existing users.
• Manage user accounts, passwords, and permissions.
• Troubleshoot Wi-Fi, VPN, and network printer issues.
• Document solutions and update knowledge base.
• Proactively monitor IT systems and prevent disruptions.
• Collaborate with IT team and escalate complex issues.
• Support IT projects like system upgrades and deployments.
• Ensure data and system security and policy compliance.
• Answer calls and triage issues.
• Other duties as assigned.

Responsibilities

• Provide frontline IT support and resolve issues across hardware, software, and networks.
• Diagnose and fix desktop, laptop, mobile, and printer problems.
• Install and configure OS/software/hardware for users.
• Manage user accounts and permissions, including password resets.
• Troubleshoot Wi-Fi, VPN access, and network printer issues.
• Document solutions and update knowledge base for recurring issues.
• Monitor IT systems to prevent disruptions and outages.
• Escalate complex issues to senior engineers as needed.
• Support projects like upgrades and deployments.
• Ensure security measures and compliance with policies.

Skills

Microsoft Networks

Firewall configuration

Network configuration

Workstation setup

Print management

Cloud technology integration

Network security

Active Directory

Group Policy

PowerShell

Documentation

Education

High School diploma or GED

Associate degree preferred

Tools

ConnectWise

CompTIA A+

Network+

MS-900

AWS

Azure

Google Workspace

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.

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 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 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
• 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
• 401k match
• Unlimited vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs
• Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days

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.