IT Support Services II-Help Desk

Responsibilities

• Provide tier II support for application, hardware, and network-related issues escalated from junior team members
• Respond to service requests and ensure exceptional customer service and user experience
• Assist in the administration and management of IT systems, including servers, workstations, and cloud environments
• Diagnose and resolve complex technical issues across Windows, macOS, Linux, and mobile devices
• Maintain comprehensive documentation of IT support processes and system configurations
• Train and mentor junior IT support staff on best practices and technical skills
• Participate in IT projects such as software deployments, system upgrades, and network enhancements
• Monitor IT systems and networks for performance and security to proactively resolve potential issues
• Manage user accounts, permissions, and access rights within various systems

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• 3-5 years of experience in IT support or system administration
• Strong knowledge of operating systems including Windows Server, Linux, and macOS
• Proficiency with networking concepts such as TCP/IP, DNS, DHCP, and VPN configurations
• Experience using helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, or Zendesk)
• Excellent problem-solving skills and the ability to explain technical concepts to non-technical users

Preferred Qualifications

• Experience specifically with ConnectWise
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
• Familiarity with cloud services (AWS, Azure) and virtualization technologies (VMware, Hyper-V)
• Knowledge of IT security practices and data protection regulations

Benefits

• Competitive medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time (after one year of employment) and paid sick time
• 10 paid holidays, including your birthday and a floating holiday
• Healthy lifestyle and Amazon Prime reimbursement
• 40 hours of paid volunteer time
• Paid parental leave
• Reimbursement for ongoing education, certifications, and learning programs

About the Company

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.