Senior IT Help Desk & Escalations Engineer

Palmetto Technology Group

Southfield (MI)

On-site

USD 52,000 - 76,000

Full time

4 days ago

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Benefits offered by this job

Medical, dental, vision insurance

401k match

Unlimited vacation time

Paid sick time

Paid parental leave

Job summary

Courser is seeking a skilled IT Support Services II-Help Desk to join its dynamic IT team in Michigan. The role focuses on advanced technical support across Windows, Linux, macOS, and mobile devices, with mentoring responsibilities and client-facing IT projects.

The ideal candidate has 3–5 years in IT support, strong knowledge of enterprise apps, and experience with ConnectWise, ServiceNow, JIRA, and Zendesk.

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 setting.
Strong knowledge of Windows Server, Linux, macOS and enterprise apps.
Experience with TCP/IP, DNS, DHCP, VPN configurations.
Familiarity with helpdesk/ticketing systems (ConnectWise, ServiceNow, JIRA, Zendesk).
Excellent problem-solving and clear communication with non-technical users.

Responsibilities

Provide tier II support for application, hardware, and network issues escalated from junior staff.
Respond to service requests with excellent customer service and positive user experience.
Assist in administration and management of IT systems, servers, workstations, and cloud envs.
Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
Document troubleshooting steps and system configurations for knowledge sharing.
Mentor junior IT support staff and guide best practices.
Participate in IT projects like deployments, upgrades, and network enhancements.
Monitor systems for performance and security, preemptively address issues.
Manage user accounts, permissions, and access rights.
Track incident trends and root causes to improve IT services.