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

This role is responsible for serving as the front door to IT for our organization. This role is focused on delivering an exceptional client experience while providing first-line technical support in a Microsoft-centric environment.

Key Responsibilities:

• Serve as first point of contact for IT support requests via ConnectWise.
• Provide Level 1 support for:
  • Microsoft 365.
  • Windows endpoint issues.
  • Identity and Access requests.
  • Basic device troubleshooting and user guidance.
• Perform high-quality ticket intake:
  • Gather complete and relevant information.
  • Set expectations clearly with users.
  • Route tickets accurately when escalation is required.
• Communicate with empathy, professionalism and confidence during all user interactions.
• Follow documented processes and contribute to knowledge base improvement..
• Partner closely with internal IT and external partners to ensure smooth handoffs.
• Maintain security awareness and follow endpoint/security procedures (Huntress, SentinelOne).

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Key Qualifications:

• Strong customer service or client-facing background (IT experience not required).
• Excellent written and verbal communication skills.
• Calm, professional demeanor under pressure.
• Ability to follow process while thinking critically.
• Comfortable asking good questions and taking ownership of issues.
• Willingness to learn technical concepts and systems.

Preferred Experience:

• Prior experience in helpdesk, MSP, or technical support.
• Familiarity with Microsoft 365 or Windows environments
• Experience using ticketing systems. (ConnectWise, ServiceNow, etc.).

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.