IT Support Services II-Help Desk

Kids for the Future; Savannah (GA); On-site; USD 38,572 - 46,838; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Unlimited Vacation

Holidays including Birthday & Floating

Volunteer Time

Parental Leave

Education Reimbursement

Learning & Development

Job summary

Courser seeks an IT Support Services II-Help Desk specialist to join our dynamic IT team in Savannah. You will provide tier II support for applications, hardware, and networks, mentor junior staff, and contribute to client-facing IT projects and initiatives.

Ideal candidates have 3–5 years of IT support experience, strong OS knowledge (Windows, Linux, macOS) and familiarity with ConnectWise, ServiceNow, JIRA, and Zendesk.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years of IT support or system administration experience.
• Strong knowledge of Windows Server, Linux, macOS.
• Experience with TCP/IP, DNS, DHCP and VPN configurations.
• Familiarity with ConnectWise, ServiceNow, JIRA, Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills for non-technical users.

Responsibilities

• Provide tier II support for application, hardware, and network issues escalated from junior staff.
• Respond to service requests with a strong focus on customer experience.
• Assist in administration of IT systems including servers and cloud environments.
• Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
• Maintain documentation of processes, configurations, and troubleshooting steps.
• Mentor and train junior IT support staff on best practices.
• Participate in IT projects like deployments, upgrades, and network improvements.
• Monitor systems for performance and security and address issues proactively.
• Manage user accounts, permissions, and access rights.
• Track incident trends and root causes to improve support processes.

Skills

Tier II support

Windows/macOS/Linux

Networking concepts

Documentation

Mentoring junior staff

Customer service

Strong communication

Education

Bachelor’s degree in CS/IT or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

• Location 10 Chatham Center South, Ste 300,Savannah, GA, 31405,United States
• Employee Type FT Hourly Non-Exempt
• Travel 50%
• Manage Others No

About Courser

Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

IT Support Services II-Help Desk

We are seeking a skilled IT Support Services II-Help Desk 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 team members, and contribute to client-facing IT projects and initiatives.

Key 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 a variety of platforms, including Windows, macOS, Linux, and mobile devices.
• 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., ConnectWise, 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.

Why you’ll love working here

At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

• Competitive benefits package, including medical, dental, vision, and life insurance
• * Unlimited vacation time*
• 10 Holidays including your Birthday and a Floating Holiday!
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs

* Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days.

Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.