IT Support Services II-Quick Fix

Courser; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

401k match

Unlimited vacation

Paid sick time

Paid parental leave

Education reimbursement

Job summary

Courser in the United States is seeking an IT Support Services II-Quick Fix to join our fast-paced IT team. The role focuses on resolving complex support tickets, mentoring junior staff, and contributing to IT projects to deliver exceptional customer experiences.

The role covers desktop/server OS support, networking, public cloud, and Microsoft 365 with emphasis on Azure. You will triage tickets, document processes, and maintain strong relationships with customers while upholding Courser's

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems (Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with helpdesk and ticketing systems (ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem-solving and communication skills to explain technical concepts to non-technical users.

Responsibilities

• Resolve support tickets from contract customers and assist in scheduling across team levels.
• Work in a team with engineers, technicians, and non-technical staff of varying experience.
• Provide troubleshooting, desktop support, networking, cloud, and customer service within a 30-minute timeframe.
• Support local clients on location with Microsoft 365, Azure, and related platforms.
• Engage with customers and build relationships with supported users.
• Determine urgency and priority of incoming tickets.
• Assess tickets, assign to engineers, and assist with escalations; document tickets for escalation.
• Make outbound calls and emails to schedule service appointments.
• Update and improve documented Help Desk and Dispatch processes.
• Maintain compliance with company policies and procedures.
• Answer phone calls and triage issues.
• Other duties as assigned.

Skills

Networking basics

Ticketing systems

Troubleshooting

Communication

Enterprise apps

Education

Bachelor's degree in CS/IT

Tools

ConnectWise

ServiceNow

Jira

Zendesk

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.

IT Support Services II-Quick Fix

We are seeking a skilled IT Support Services II-Quick Fix to join our dynamic IT team. The ideal candidate will have extensive experience in providing technical support and troubleshooting for various IT systems, software, and hardware. This role requires the ability to handle more advanced technical issues, mentor junior staff, and contribute to IT projects and initiatives.

Key Responsibilities:

• Responsible for resolving support tickets from our contract customers and assists in scheduling tickets for the various levels of the team.
• Will 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 local clients on location with various configurations of the Microsoft platform, with a strong focus on the Microsoft Suite such as Office 365, Microsoft 365, and Azure.
• Engaging with customers and building 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.

Key Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2 + years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with helpdesk and ticketing systems (e.g., ConnectWise ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Preferred Experience:

• Experience with ConnectWise.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE), MS-900.
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).
• Knowledge of IT security practices and data protection regulations.

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.