[Hiring] IT Support Services II-Quick Fix @Courser

Role Description

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.

• 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.

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.

Requirements

• 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.

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.