IT Support Services II-Help Desk

Palmetto Technology Group (PTG); United States; Sur place; USD 55 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision insurance

Life insurance

401k match

Unlimited vacation after a year

Paid sick time

Holidays and floating holiday

Wellness and education reimbursements

Learning and development programs

Volunteer time off

Résumé du poste

Courser is seeking an IT Support Services II-Help Desk to join a dynamic IT team. The role entails resolving advanced technical issues, mentoring junior staff, and contributing to client-facing IT projects and initiatives.

You will provide tier II support for applications, hardware, and networks, while maintaining thorough documentation and improving IT services. A strong communications skillset is essential.

Qualifications

• Bachelor’s degree in CS/IT or related field, or equivalent experience.
• 3–5 years of IT support or sysadmin experience in a corporate environment.
• Strong knowledge of Windows Server, Linux, macOS and enterprise apps.
• Experience with TCP/IP, DNS, DHCP, VPN configurations.
• Familiarity with ConnectWise, ServiceNow, JIRA, Zendesk ticketing systems.
• Excellent problem-solving and clear communication.

Responsabilités

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

Connaissances

Customer service

Technical troubleshooting

Windows OS

Linux/macOS

Networking basics

Documentation

Mentoring

Formation

Bachelor's degree or equivalent experience

Outils

ConnectWise

ServiceNow

JIRA

Zendesk

Description du poste

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.

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.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Amazon Prime reimbursement
• 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.