IT Support Services II - Help Desk

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 II-Help Desk
 
We are seeking a skilled IT Support Services II-Help Desk 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 team members, and contribute to client-facing IT projects and initiatives.
 
Key Responsibilities:  
 
·       Provide tier II support for application, hardware, and network-related issues escalated from junior team members, ensuring timely resolution.
·       Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
·       Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
·       Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices.

• Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.

·       Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills.
·       Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope.
·       Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
·       Manage user accounts, permissions, and access rights within various systems and applications.
·       Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.
 
Key Qualifications:
 
·       Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
·       3-5 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.
 
Preferred Experience:
 
·       Experience with ConnectWise.
·       Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
·       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.
 
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  
·       401(k) company match   
·       Flexible vacation time*
·       Paid sick time
·       10 Holidays including your Birthday and a Floating Holiday!   
·       Healthy Lifestyle reimbursement
·       Membership Subsidy
·       40 Hours for Volunteer Time   
·       Paid parental leave   
·       Reimbursement for ongoing certifications
 
*Flexible vacation time after completing one full year of employment. For the first year of employment,
full-time team members are provided 10 vacation days.  
 
Physical Demands and ADA Requirements
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
 
·       This is a largely sedentary role. The employee is frequently required to sit/stand for long periods and work on a computer.
·       The employee must be able to verbally communicate effectively with clients, employees and management to address questions and resolve issues. This involves talking, hearing, and understanding.
·       This position requires the regular use of a laptop computer and other office equipment. The employee must be able to operate a keyboard and other devices for extended periods.
·       The employee may be required to occasionally lift or move up to 10 pounds.
·       Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
 
Americans with Disabilities Act (ADA) Statement
 
Our company complies with the ADA and provides reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process, interviewing, and job performance. If you need a reasonable accommodation to perform the essential functions of the job, please contact us.
 
Equal Opportunity Employer
 
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.