Senior IT Support Specialist - Tier III

Transitions Group; Sheboygan (WI); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k match

Unlimited vacation time

Paid sick time

Paid parental leave

Education/certification reimbursement

Learning and development programs

Job summary

Courser is seeking an experienced IT Support Services III-Help Desk professional to provide expert technical support across systems and platforms. This role involves mentoring junior staff, troubleshooting complex issues, and contributing to IT operations for clients.

The ideal candidate has 5+ years in IT support or system administration, with strong OS knowledge (Windows, Linux, macOS), networking, and experience with enterprise ticketing tools.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in IT support or system administration.
• Strong knowledge of operating systems (Windows, Linux, macOS) and enterprise applications.

Responsibilities

• Provide tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime.
• Utilize analytical skills to diagnose issues and implement effective solutions, addressing root causes to prevent recurrence.
• Assist in the management and administration of IT systems, including servers, databases, and cloud services, ensuring optimal performance and security.
• Offer high-level support to end-users, providing guidance and training on IT systems and applications to enhance user experience.
• Maintain comprehensive documentation of technical procedures, troubleshooting steps, and solutions to enhance the knowledge base for future reference.
• Collaborate on IT projects, such as system upgrades, software deployments, and infrastructure enhancements, ensuring successful execution within project timelines.
• Mentor and support junior IT support staff, providing technical guidance and sharing knowledge to develop their skills and capabilities.
• Monitor system performance and security, proactively identifying and resolving potential issues before they impact users.
• Participate in incident response activities, including investigating security incidents and recommending appropriate corrective actions.
• Work closely with other IT teams, including network, security, and application support, to ensure seamless service delivery and address complex issues.

Skills

IT support expertise

System administration

Networking knowledge

Windows/Linux/macOS

VPN configurations

Documentation skills

Mentoring junior staff

Troubleshooting complex issues

Education

Bachelor’s degree in CS/IT or equivalent

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

AWS

Azure

VMware

Hyper-V

Job description

Courser is seeking an experienced IT Support Services III-Help Desk professional to provide expert technical support across systems and platforms. This role involves mentoring junior staff, troubleshooting complex issues, and contributing to IT operations for clients.

The ideal candidate has 5+ years in IT support or system administration, with strong OS knowledge (Windows, Linux, macOS), networking, and experience with enterprise ticketing tools.