Senior IT Help Desk Specialist (Tier III) — Mentoring & Impact

Transitions Group; Sheboygan Falls (WI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Match

Unlimited vacation

Paid sick time

Paid holidays

Healthy lifestyle reimbursement

Amazon Prime reimbursement

Volunteer time

Paid parental leave

Education and certifications reimburse

Learning and development programs

Job summary

Courser seeks an experienced IT Support Services III-Help Desk to deliver expert tier III technical support across our organization and client environments. You will troubleshoot complex issues, mentor junior staff, and contribute to IT operations efficiency.

Role emphasizes proactive system administration, documentation, and collaboration with network, security, and application support teams. A strong background in Windows/Linux/macOS, networks, and modern ticketing tools is required.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years in IT support or system administration with advanced troubleshooting.
• Strong knowledge of Windows, Linux, macOS and enterprise apps.
• Extensive networking knowledge: TCP/IP, DNS, DHCP, VPNs.
• Proficiency with ConnectWise, ServiceNow, JIRA, Zendesk.
• Excellent problem-solving and independent work ethic.
• Strong communication and ability to explain technical concepts clearly.

Responsibilities

• Provide Tier III support for complex issues escalated from the help desk.
• Diagnose, troubleshoot, and resolve application, hardware, and network problems.
• Administer IT systems including servers, databases, and cloud services.
• Mentor junior staff and share knowledge to raise team capabilities.
• Document procedures and solutions for knowledge base.
• Collaborate with network, security, and application teams on projects.
• Assist in system upgrades, deployments, and infrastructure enhancements.
• Monitor system performance and security to prevent issues.
• Participate in incident response and post-incident reviews.
• Deliver high-quality end-user support and training.

Skills

Advanced troubleshooting

Windows OS

Linux OS

macOS

Networking basics

TCP/IP / DNS / DHCP

VPN configurations

Helpdesk ticketing

Mentoring junior staff

Strong communication

Education

Bachelor’s degree in CS/IT or related

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

Windows Server

Linux

VMware/Hyper-V

AWS/Azure

Job description

Courser seeks an experienced IT Support Services III-Help Desk to deliver expert tier III technical support across our organization and client environments. You will troubleshoot complex issues, mentor junior staff, and contribute to IT operations efficiency.

Role emphasizes proactive system administration, documentation, and collaboration with network, security, and application support teams. A strong background in Windows/Linux/macOS, networks, and modern ticketing tools is required.