IT Support Services II - Help Desk

Palmetto Technology Group (PTG); Palm Springs (CA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental/vision

401k match

Flexible PTO

Holidays

Gym reimbursement

Prime reimbursement

Volunteer time

Paid parental leave

Certifications paid

Learning programs

Job summary

COURSER seeks an IT Support Services II for our growing IT team. The role provides second-tier technical support, systems administration, and mentoring for junior staff across Windows, macOS, Linux, and cloud environments.

You will diagnose complex issues, participate in IT projects, and document processes for knowledge sharing. Strong communication and customer service are essential.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 3–5 years IT support or sysadmin experience, corporate setting preferred.
• Strong knowledge of Windows, macOS, Linux, and enterprise apps.
• Networking basics: TCP/IP, DNS, DHCP, VPNs.
• Experience with ServiceNow, JIRA, Zendesk ticketing tools.
• Excellent problem-solving and troubleshooting skills.
• Strong communication to explain tech to non-technical users.
• ConnectWise experience desired.
• Certifications such as CompTIA A+/Network+/MCSE are a plus.
• Cloud and virtualization knowledge (AWS/Azure, VMware/Hyper‑V).
• Knowledge of IT security and data protection.

Responsibilities

• Provide second-tier technical support for hardware, software, and network issues.
• Assist in administration of servers, workstations, and cloud environments.
• Diagnose and resolve complex technical problems across platforms.
• Respond to user service requests with strong customer service.
• Document IT support processes and configurations for knowledge sharing.
• Mentor junior IT staff on best practices and skills.
• Participate in IT projects, deployments, and upgrades.
• Monitor systems for performance and security and address issues.
• Manage user accounts, permissions, and access rights.
• Track incident trends and root causes to improve services.

Skills

Problem-solving

Communication

Mentoring

Education

Bachelor’s degree / equivalent

Tools

ServiceNow

JIRA

Zendesk

ConnectWise

AWS

Azure

VMware

Hyper-V

Job description

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:

• 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 a variety of platforms, including 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.
• 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 challenging 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.