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.

COURSER accelerates the growth of IT service provider companies, forging dynamic partnerships with a focus on teamwork, service, growth, trust, and innovation. We deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team.

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.

• 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.

• 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., Connect Wise, Service Now, 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.

• Experience with Connect Wise.
• 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.

At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear career 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.

• Competitive benefits package, including medical, dental, vision, and life insurance.
• 401(k) match.
• Unlimited vacation time.
• Paid sick time.
• 10 holidays, including your birthday and a floating holiday.
• Healthy lifestyle reimbursement.
• Amazon Prime reimbursement.
• 40 hours of volunteer time.
• Paid parental…