IT Help Desk II - Senior Support & Mentoring

Kids for the Future; Savannah (GA); On-site; USD 38,572 - 46,838; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Unlimited Vacation

Holidays including Birthday & Floating

Volunteer Time

Parental Leave

Education Reimbursement

Learning & Development

Job summary

Courser seeks an IT Support Services II-Help Desk specialist to join our dynamic IT team in Savannah. You will provide tier II support for applications, hardware, and networks, mentor junior staff, and contribute to client-facing IT projects and initiatives.

Ideal candidates have 3–5 years of IT support experience, strong OS knowledge (Windows, Linux, macOS) and familiarity with ConnectWise, ServiceNow, JIRA, and Zendesk.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years of IT support or system administration experience.
• Strong knowledge of Windows Server, Linux, macOS.
• Experience with TCP/IP, DNS, DHCP and VPN configurations.
• Familiarity with ConnectWise, ServiceNow, JIRA, Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills for non-technical users.

Responsibilities

• Provide tier II support for application, hardware, and network issues escalated from junior staff.
• Respond to service requests with a strong focus on customer experience.
• Assist in administration of IT systems including servers and cloud environments.
• Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
• Maintain documentation of processes, configurations, and troubleshooting steps.
• Mentor and train junior IT support staff on best practices.
• Participate in IT projects like deployments, upgrades, and network improvements.
• Monitor systems for performance and security and address issues proactively.
• Manage user accounts, permissions, and access rights.
• Track incident trends and root causes to improve support processes.

Skills

Tier II support

Windows/macOS/Linux

Networking concepts

Documentation

Mentoring junior staff

Customer service

Strong communication

Education

Bachelor’s degree in CS/IT or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

Courser seeks an IT Support Services II-Help Desk specialist to join our dynamic IT team in Savannah. You will provide tier II support for applications, hardware, and networks, mentor junior staff, and contribute to client-facing IT projects and initiatives.

Ideal candidates have 3–5 years of IT support experience, strong OS knowledge (Windows, Linux, macOS) and familiarity with ConnectWise, ServiceNow, JIRA, and Zendesk.