Senior IT Help Desk & Support Specialist

Transitions Group; Wilmington (DE); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401k match

Unlimited vacation

Paid sick time

Birthday holiday

Training & certifications reimburse

Learning & development programs

Job summary

Courser accelerates the growth of IT service provider companies. Courser seeks an IT Support Services II-Help Desk to join our dynamic IT team.

The role provides tier II support for applications, hardware, and networks, mentors junior staff, and drives client-facing IT projects across Windows, macOS, Linux, and mobile devices. The position emphasizes exceptional customer service, proactive problem-solving, and thorough documentation.

Qualifications

• Bachelor’s degree or equivalent experience in IT.

Responsibilities

• Provide tier II support for application, hardware, and network-related issues.
• Respond to service requests with exceptional customer service and positive user experience.
• Assist in 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 documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing.
• Assist in training and mentoring junior IT support staff.
• Participate in IT projects such as software deployments, system upgrades, and network enhancements.
• Monitor IT systems and networks for performance and security; identify and resolve issues.
• Manage user accounts, permissions, and access rights across systems.
• Track incident trends, root causes, and resolutions to improve IT services.

Skills

Customer service

Technical troubleshooting

Problem solving

Communication skills

Team collaboration

Time management

Education

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

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

AWS

Azure

VMware

Hyper-V

Job description

Courser accelerates the growth of IT service provider companies. Courser seeks an IT Support Services II-Help Desk to join our dynamic IT team.

The role provides tier II support for applications, hardware, and networks, mentors junior staff, and drives client-facing IT projects across Windows, macOS, Linux, and mobile devices. The position emphasizes exceptional customer service, proactive problem-solving, and thorough documentation.