IT Support II: Advanced Troubleshooter & Mentor

Courser; Riverside (CA); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, and life 보험

401k match

Flexible PTO

Holidays including Birthday and Float

Gym reimbursement

Amazon Prime reimbursement

Volunteer time

Paid maternity and paternity leave

Paid certifications

Learning and development programs

Job summary

COURSER seeks an experienced IT Support Services II to join our dynamic IT team. The role covers second-tier technical support, system administration, and mentoring junior staff across Windows, Linux, macOS, and cloud environments.

You’ll diagnose complex issues, improve processes, and contribute to IT projects and initiatives, ensuring timely resolutions and high customer satisfaction. Strong communication and problem-solving are essential.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years in IT support or system administration in a corporate setting.
• Strong knowledge of Windows Server, Linux, macOS and enterprise applications.
• Experience with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with helpdesk ticketing systems (ServiceNow, JIRA, Zendesk).
• Excellent problem-solving and the ability to communicate clearly.

Responsibilities

• Advanced Technical Support: Provide second-tier support for hardware, software, and network-related issues escalated from junior team members, ensuring timely resolution.
• System Administration: Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Troubleshooting: Diagnose and resolve complex technical issues across Windows, macOS, Linux, and mobile devices.
• User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.
• Mentorship: Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills.
• IT Projects: Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope.
• Monitoring and Maintenance: Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• User Account Management: Manage user accounts, permissions, and access rights within various systems and applications.
• Incident Reporting: Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

Job description

COURSER seeks an experienced IT Support Services II to join our dynamic IT team. The role covers second-tier technical support, system administration, and mentoring junior staff across Windows, Linux, macOS, and cloud environments.

You’ll diagnose complex issues, improve processes, and contribute to IT projects and initiatives, ensuring timely resolutions and high customer satisfaction. Strong communication and problem-solving are essential.