Provides first-line IT support for contract customers by diagnosing and resolving hardware, software, networking, cloud, and Microsoft platform issues. Responsibilities include managing and prioritizing tickets, triaging calls, dispatching and escalating work, scheduling service appointments, documenting resolutions, supporting users within defined response times, and improving help desk processes. The role requires strong troubleshooting, communication, customer service, and ticket-management skills.
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-Quick Fix
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.
Key Responsibilities:
· 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.
Key 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.
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-Quick Fix
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.
Key Responsibilities:
· 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.
Key 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.
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.
Similar Jobs
Information Technology
Provides rapid technical support for hardware, software, networking, cloud, and Microsoft platform issues. Resolves and triages tickets, prioritizes customer requests, assigns escalations, schedules service appointments, documents solutions, answers support calls, and improves help desk and dispatch processes. The role requires strong troubleshooting, communication, customer service, and ticket-management skills across Windows, macOS, Linux, Microsoft 365, Office 365, and Azure environments.
Top Skills:
AWSAzureConnectwiseDnsGoogle WorkspaceJIRALinuxmacOSMicrosoft 365Office 365ServicenowTcp/IpVpnWindowsZendesk
Information Technology
Drives growth of CDW’s security portfolio among state and local government customers. Builds executive relationships with CIOs and CISOs, leads security opportunities from discovery through close, and positions broad security solutions across identity, cloud, risk, compliance, threat management, and secure infrastructure. Partners with sales teams, solution architects, delivery teams, vendors, and public-sector stakeholders to develop integrated solutions, manage procurement cycles, coordinate events, and maintain accurate forecasts. Regional travel is required as needed.
Top Skills:
Cloud SecurityEndpoint SecurityIdentity And Access ManagementRisk And ComplianceSecure InfrastructureThreat And Vulnerability Management
Information Technology
Leads medium- to large-scale technology projects and programs from planning through delivery, managing scope, schedules, budgets, risks, quality, profitability, and client relationships. Serves as a trusted technology consulting partner, coordinates cross-functional and third-party teams, supports presales, ensures Statement of Work commitments, and applies formal and Agile methodologies. Coaches project managers, improves PMO processes, and uses Jira, Azure DevOps, and Microsoft Project to drive successful outcomes.
Top Skills:
AgileAzure DevopsCloudInfrastructureItilJIRAMS OfficeMicrosoft ProjectSecurity
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
