IT Support II — Help Desk & Systems Mentor

Courser; United States; Remote; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k match

Unlimited vacation

Paid sick leave

Holidays and floating holiday

Lifestyle reimbursement

Amazon Prime reimbursement

Volunteer time

Education reimbursements

Learning programs

Job summary

Courser is seeking an IT Support Services II-Help Desk to bolster our growing IT team in the United States. You will handle tier II support for applications, hardware, and networks, mentor junior staff, and contribute to client-facing IT projects and initiatives.

Ideal candidates bring 3-5 years in IT support, solid knowledge of Windows, Linux, macOS, and networking, plus experience with ConnectWise, ServiceNow, JIRA, or Zendesk.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3-5 years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk).

Responsibilities

• Provide tier II support for application, hardware, and network issues escalated from junior team members.
• Respond to service requests with excellent customer service and user experience.
• Assist in administration of IT systems, including servers, workstations, and cloud environments.
• Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
• Document IT support processes, troubleshooting steps, and configurations.
• Mentor junior IT staff and share best practices.
• Participate in projects like software deployments and system upgrades.
• Monitor systems and networks for performance and security.
• Manage user accounts and access rights.
• Track incident trends and root causes to improve services.

Skills

Communication

Troubleshooting

Problem-solving

Team mentoring

Education

Bachelor's degree in CS/IT

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

Courser is seeking an IT Support Services II-Help Desk to bolster our growing IT team in the United States. You will handle tier II support for applications, hardware, and networks, mentor junior staff, and contribute to client-facing IT projects and initiatives.

Ideal candidates bring 3-5 years in IT support, solid knowledge of Windows, Linux, macOS, and networking, plus experience with ConnectWise, ServiceNow, JIRA, or Zendesk.