IT Support Services II - Help Desk

Transitions Group; Palm Springs (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k match

Flexible PTO

Holidays including birthday

Gym reimbursement

Amazon Prime reimbursement

Volunteer time

Paid maternity/paternity leave

Paid certifications

Learning and development programs

Job summary

COURSER is a partnership platform helping technology service companies grow. We seek an IT Support Services II to provide second-tier support, administrate IT systems, and mentor junior staff. You’ll troubleshoot across Windows, macOS, Linux, and mobile devices, while documenting processes and contributing to IT projects.

A strong service mindset and collaboration are essential. Ideal candidates have 3–5 years in IT support, a Bachelor's in CS/IT, and familiarity with ServiceNow/Jira/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 (Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with helpdesk and ticketing systems (ServiceNow, JIRA, Zendesk).
• Excellent problem‑solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non‑technical users.

Responsibilities

• Provide second‑tier support for hardware, software, and network‑related issues escalated from junior team members, ensuring timely resolution.
• Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices.
• Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Maintain comprehensive 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, ensuring projects are completed on time and within scope.
• Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• Manage user accounts, permissions, and access rights within various systems and applications.
• Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

Skills

Customer service

Operating systems

Networking concepts

Troubleshooting

Education

Bachelor’s degree in CS/IT or related field

Tools

ServiceNow

JIRA

Zendesk

ConnectWise

Azure/AWS

VMware/Hyper-V

Job description

Who we are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth‑Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast‑paced, ever‑evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

IT Support Services II - Help Desk

We are seeking a skilled IT Support Services II to join our dynamic IT team. The ideal candidate will have extensive experience in providing technical support and troubleshooting for various IT systems, software, and hardware. This role requires the ability to handle more advanced technical issues, mentor junior staff, and contribute to IT projects and initiatives.

Key Responsibilities

• Provide second‑tier support for hardware, software, and network‑related issues escalated from junior team members, ensuring timely resolution.
• Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices.
• Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Maintain comprehensive 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, ensuring projects are completed on time and within scope.
• Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• Manage user accounts, permissions, and access rights within various systems and applications.
• Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

Key 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., ServiceNow, JIRA, Zendesk).
• Excellent problem‑solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non‑technical users.

Preferred Experience

• Experience with ConnectWise.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper‑V).
• Knowledge of IT security practices and data protection regulations.

What we do for you

At COURSER we prioritize our employees’ personal and professional development, offering best‑in‑class training, mentorship, and opportunities for growth through our self‑promotion paths. We encourage innovation and challenge the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance.
• 401k match.
• Flexible PTO.
• 10 holidays including your birthday and a floating holiday.
• Gym reimbursement.
• Amazon Prime reimbursement.
• 40 hours for volunteer time.
• Paid maternity and paternity leave.
• Paid certifications.
• Learning and development programs.

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.