IT Support Services II — Help Desk Lead & Mentorship

Courser; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k match

Unlimited vacation

Job summary

Courser is seeking an experienced IT Support Services II-Help Desk professional to join our nationwide IT team. The role focuses on tier II support for applications, hardware, and networking, mentoring junior staff, and contributing to client-facing IT projects.

You will diagnose complex issues across Windows, Linux, macOS, and mobile devices, while documenting processes and assisting in system administration and deployments. We value service, teamwork, and growth-mindedness.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• 3–5 years of IT support or system administration experience in a corporate environment.
• Strong knowledge of Windows Server, Linux, macOS and enterprise applications.
• Experience with networking concepts: TCP/IP, DNS, DHCP, VPN configurations.
• Familiarity with helpdesk/ticketing systems: ConnectWise, ServiceNow, JIRA, Zendesk.
• Excellent problem-solving and ability to troubleshoot complex technical issues.
• Strong communication to explain technical concepts to non-technical users.

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 Windows, macOS, Linux, and mobile devices.
• Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing.
• 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.
• 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

Problem-solving

Communication

OS knowledge

Education

Bachelor’s degree in CS/IT or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

Courser is seeking an experienced IT Support Services II-Help Desk professional to join our nationwide IT team. The role focuses on tier II support for applications, hardware, and networking, mentoring junior staff, and contributing to client-facing IT projects.

You will diagnose complex issues across Windows, Linux, macOS, and mobile devices, while documenting processes and assisting in system administration and deployments. We value service, teamwork, and growth-mindedness.