Senior IT Help Desk Specialist - Tier II Support

Palmetto Technology Group (PTG)

Southfield (MI)

On-site

USD 55,000 - 75,000

Full time

42 hours ago

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Benefits offered by this job

Medical benefits

401k match

Unlimited vacation

Paid sick time

Paid parental leave

Education reimbursement

Learning & development programs

Volunteer time off

Job summary

Courser is seeking an IT Support Services II-Help Desk professional to join a dynamic IT team. The role emphasizes tier II support for applications, hardware, and networking, plus mentoring junior staff and contributing to client-facing IT initiatives.

The ideal candidate has 3–5 years of IT support experience, strong OS knowledge (Windows, Linux, macOS), and proficiency with ConnectWise, ServiceNow, JIRA, and Zendesk. Exceptional communication is required.

Qualifications

Bachelor’s degree or equivalent experience in CS/IT.
3-5 years IT support experience, preferably corporate.
Strong knowledge of Windows Server, Linux, macOS and enterprise apps.
Experience with helpdesk tools: ConnectWise, ServiceNow, JIRA, Zendesk.
Excellent problem-solving and ability to troubleshoot complex issues.
Strong communication to explain tech concepts to non-technical users.

Responsibilities

Provide tier II support for applications, hardware, and network issues escalated from junior team members.
Respond to service requests with strong customer service and positive user experience.
Assist in administration and management of IT systems including servers, workstations, and cloud environments.
Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
Maintain documentation of IT support processes, troubleshooting steps, and configurations.