Tier II IT Help Desk Specialist — Growth & Mentorship

Palmetto Technology Group (PTG); United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k match

Unlimited vacation time

Paid sick time

Holidays

Job summary

Courser is seeking an IT Support Services II-Help Desk to join our IT team. You will provide tier II support for applications, hardware, and networks, while mentoring junior staff and contributing to client-facing IT projects and initiatives.

The role requires 3-5 years of experience, strong OS and networking knowledge, and excellent communication to deliver exceptional customer service.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3-5 years of IT support or system administration experience
• Strong knowledge of operating systems (Windows Server, Linux, macOS) and enterprise applications
• Networking concepts including TCP/IP, DNS, DHCP, and VPN configurations
• Familiarity with helpdesk and ticketing systems (ConnectWise, ServiceNow, JIRA, Zendesk)
• Excellent problem-solving skills and ability to troubleshoot complex issues
• Strong communication skills with the ability to explain technical concepts to non-technical users

Responsibilities

• Provide tier II support for application, hardware, and network-related issues escalated from junior team members
• Respond to service requests from users with exceptional customer service and a positive user experience
• Assist in the 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 comprehensive documentation of IT support processes, troubleshooting steps, and system configurations
• 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
• Manage user accounts, permissions, and access rights
• Track incident trends, root causes, and resolutions to improve IT services

Skills

Troubleshooting

Customer service

Communication

Team collaboration

Documentation

Education

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

Tools

ConnectWise

ServiceNow

JIRA

Zendesk

AWS

Azure

VMware

Job description

Courser is seeking an IT Support Services II-Help Desk to join our IT team. You will provide tier II support for applications, hardware, and networks, while mentoring junior staff and contributing to client-facing IT projects and initiatives.

The role requires 3-5 years of experience, strong OS and networking knowledge, and excellent communication to deliver exceptional customer service.