IT Support Services II - Help Desk Specialist

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

Benefits offered by this job

Medical, dental, vision

401k match

Unlimited vacation

Paid sick time

Holidays (10)

Wellness reimbursement

Education reimbursement

Learning & development

Job summary

Courser is seeking an IT Support Services II-Help Desk to join our IT team, delivering tier II technical support for applications, hardware, and networks across Windows, macOS, Linux, and mobile devices.

The role includes mentoring junior staff, participating in deployments, maintaining documentation, and providing excellent customer service to users; a 3–5 year corporate experience required. We offer a competitive benefits package and opportunities across a national footprint.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent experience.
• 3-5 years of IT support or system administration experience in a corporate environment.
• Strong knowledge of operating systems (Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with helpdesk systems (ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem-solving and communication skills; able 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.
• 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 issues.
• Manage user accounts, permissions, and access rights within systems and applications.
• Track and report on incident trends, root causes, and resolutions to improve IT services.

Skills

Communication

Problem-solving

Technical explanation

Education

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

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

AWS

Azure

VMware

Hyper-V

Job description

Courser is seeking an IT Support Services II-Help Desk to join our IT team, delivering tier II technical support for applications, hardware, and networks across Windows, macOS, Linux, and mobile devices.

The role includes mentoring junior staff, participating in deployments, maintaining documentation, and providing excellent customer service to users; a 3–5 year corporate experience required. We offer a competitive benefits package and opportunities across a national footprint.