IT Support II: Help Desk & Systems Mentor

Courser; Greenville (SC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险

401k match

Unlimited vacation time

Paid sick time

Floating Holidays (Birthday + Floating

Healthy Lifestyle reimbursement

Amazon Prime reimbursement

Volunteer Time (40 Hours)

Paid parental leave

Education and certifications reimburse

Learning and development programs

Unlimited vacation after 1 year

Job summary

Courser is seeking an experienced IT Support Services II-Help Desk professional to join our dynamic IT team in Greenville. You will provide tier II support for applications, hardware, and network issues while delivering exceptional customer service.

The ideal candidate has 3–5 years in IT support, strong knowledge of Windows, Linux, macOS, and enterprise apps, plus experience with ConnectWise, ServiceNow, JIRA, or Zendesk. You will mentor juniors and assist in projects.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• 3-5 years of IT support or system administration experience in a corporate environment.
• Strong knowledge of operating systems (Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with helpdesk and ticketing systems (ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills; ability to explain technical concepts to non-technical users.

Responsibilities

• 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 Windows, macOS, Linux, and mobile devices.
• Maintain 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.
• Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• Manage user accounts, permissions, and access rights.
• Track and report incident trends, root causes and resolutions to help improve IT services and support processes.

Skills

Tier II support

Troubleshooting

Customer service

Documentation

Mentoring

Cross-platform support

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

VMware

Hyper-V

AWS

Azure

Job description

Courser is seeking an experienced IT Support Services II-Help Desk professional to join our dynamic IT team in Greenville. You will provide tier II support for applications, hardware, and network issues while delivering exceptional customer service.

The ideal candidate has 3–5 years in IT support, strong knowledge of Windows, Linux, macOS, and enterprise apps, plus experience with ConnectWise, ServiceNow, JIRA, or Zendesk. You will mentor juniors and assist in projects.