IT Support Services II-Help Desk

Transitions Group; Wilmington (DE); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401k match

Unlimited vacation

Paid sick time

Birthday holiday

Training & certifications reimburse

Learning & development programs

Job summary

Courser accelerates the growth of IT service provider companies. Courser seeks an IT Support Services II-Help Desk to join our dynamic IT team.

The role provides tier II support for applications, hardware, and networks, mentors junior staff, and drives client-facing IT projects across Windows, macOS, Linux, and mobile devices. The position emphasizes exceptional customer service, proactive problem-solving, and thorough documentation.

Qualifications

• Bachelor’s degree or equivalent experience in IT.

Responsibilities

• Provide tier II support for application, hardware, and network-related issues.
• Respond to service requests with exceptional customer service and positive user experience.
• Assist in administration and management of IT systems, including servers, workstations, and cloud environments.
• Diagnose and resolve complex technical issues across Windows, macOS, Linux, and mobile devices.
• Maintain documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing.
• Assist in training and mentoring junior IT support staff.
• Participate in IT projects such as software deployments, system upgrades, and network enhancements.
• Monitor IT systems and networks for performance and security; identify and resolve issues.
• Manage user accounts, permissions, and access rights across systems.
• Track incident trends, root causes, and resolutions to improve IT services.

Skills

Customer service

Technical troubleshooting

Problem solving

Communication skills

Team collaboration

Time management

Education

Bachelor’s degree in Computer Science/IT or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

AWS

Azure

VMware

Hyper-V

Job description

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.