IT Help Desk Specialist II — Tier II Support & Mentoring

Palmetto Technology Group (PTG); Wilmington (DE); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k match

Unlimited vacation

Paid sick time

Holiday time

Floating holiday

Education reimbursement

Learning programs

Volunteer time

Job summary

Courser is seeking a skilled IT Support Services II-Help Desk to join our dynamic IT team. The role provides tier II support for applications, hardware, and networking issues, with opportunity to mentor junior staff and contribute to client projects.

The ideal candidate has 3-5 years in IT support, strong OS and networking knowledge, and experience with ticketing systems like ConnectWise, ServiceNow, JIRA, or Zendesk.

Qualifications

• Bachelor’s degree in CS/IT or equivalent experience.
• 3-5 years in IT support or system administration in a corporate setting.
• Strong knowledge of Windows Server, Linux, and macOS.
• Experience with TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with ConnectWise, ServiceNow, JIRA, Zendesk.
• Excellent problem-solving and troubleshooting abilities.
• Strong communication skills to explain technical concepts clearly.

Responsibilities

• Provide tier II support for application, hardware, and network issues escalated from junior staff.
• Respond to service requests with exceptional customer service and a positive user experience.
• Assist in administration and management of IT systems, servers, workstations, and cloud environments.
• Diagnose and resolve complex issues across Windows, Linux, macOS and mobile devices.
• Maintain documentation of IT support processes and system configurations.
• Mentor and train junior IT support staff on best practices.
• Participate in IT projects, deployments, upgrades, and network enhancements.
• Monitor systems for performance and security; proactively resolve issues.
• Manage user accounts, permissions, and access controls.
• Track incident trends and root causes to improve IT services.

Skills

Windows Server

Linux

macOS

Networking

Troubleshooting

Communication

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

Courser is seeking a skilled IT Support Services II-Help Desk to join our dynamic IT team. The role provides tier II support for applications, hardware, and networking issues, with opportunity to mentor junior staff and contribute to client projects.

The ideal candidate has 3-5 years in IT support, strong OS and networking knowledge, and experience with ticketing systems like ConnectWise, ServiceNow, JIRA, or Zendesk.