• Serve as the first point of contact for all incoming IT support requests through phone, email, and ticketing systems.
• Assess the priority and urgency of incoming tickets, categorize them accordingly, and assign them to appropriate IT technicians based on skill level and availability.
• Track and monitor the progress of tickets, ensuring they are resolved within designated service level agreements (SLAs).
• Provide updates to clients and end-users on the status of their requests.
• Communicate effectively with team members, providing necessary details for efficient task completion.
• Maintain accurate records of all support requests, including resolution times and any follow-up actions.
• Escalate complex or critical issues to senior IT staff as needed.
• Assist in generating reports on ticket volume, technician performance, and common issues to aid in improving IT processes.

• High School diploma or equivalent; Associate degree or certification in IT or a related field preferred.
• Previous experience in a helpdesk, IT support, or dispatcher role is a plus.
• Basic understanding of IT terminology and familiarity with computer systems, networks, and software.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, JIRA) is highly preferred.
• Strong organizational skills, with the ability to prioritize and multitask.
• Excellent communication skills, both written and verbal, with a customer service-oriented approach.
• Ability to work under pressure and remain calm in fast-paced environments.

Preferred Experience:

• Familiarity with common IT frameworks such as ITIL.
• Experience in scheduling or coordinating workflows in an IT or technical environment.
• Knowledge of remote troubleshooting tools and techniques.

• 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.