Provides frontline help desk support by diagnosing and resolving hardware, software, network, account, and connectivity issues. Installs and configures systems, manages user accounts and permissions, documents solutions, maintains knowledge bases, monitors IT systems, supports technology projects, and escalates complex problems. The role also handles phone triage, follows security and compliance procedures, and delivers customer-focused assistance within service-level expectations.
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 escalate 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.
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 escalate 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.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
