[Hiring] IT Support Services I-Quick Fix @Courser Employment Services dba Courser

Role Description

We are looking for a skilled IT Support Services I-Quick Fix professional to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Services I-Quick Fix 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.

• Responsible for resolving support tickets from our contract customers and assisting in scheduling 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.

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.

Requirements

• 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.

Benefits

• 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.

Company Description

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.