IT Support Specialist II — Help Desk & Systems

Transitions Group; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, vision

401k match

Unlimited vacation

Paid sick time

Holidays

Lifestyle reimbursement

Amazon Prime reimbursement

Volunteer time

Parental leave

Education reimbursements

Learning and development

Job summary

Courser in the United States is seeking an IT Support Services II-Help Desk to join our dynamic IT team. The role requires advanced technical support, troubleshooting across systems and hardware, and mentoring junior staff.

You will handle Windows, macOS, Linux, and mobile devices, contribute to client-facing IT projects, document procedures, and help ensure a positive user experience through excellent service.

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.

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.

Skills

IT support

Troubleshooting

Windows

macOS

Linux

Networking

Documentation

Mentoring

Education

Bachelor’s degree in Computer Science or related field

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Job description

Courser in the United States is seeking an IT Support Services II-Help Desk to join our dynamic IT team. The role requires advanced technical support, troubleshooting across systems and hardware, and mentoring junior staff.

You will handle Windows, macOS, Linux, and mobile devices, contribute to client-facing IT projects, document procedures, and help ensure a positive user experience through excellent service.