IT Support Services III-Help Desk

About the role

Courser Coursesr accelerates the growth of IT service provider companies by forging dynamic partnerships and delivering impactful solutions. The IT Support Services III – Help Desk role provides expert technical support, collaborates with other IT team members, mentors junior staff, and contributes to the efficiency of IT operations for clients.

Responsibilities

• Provide tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime.
• Diagnose issues using analytical skills 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.
• 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.
• Monitor system performance and security, proactively identifying and resolving potential issues before they impact users.
• Participate in incident response activities, investigating security incidents and recommending corrective actions.
• Work closely with other IT teams—including network, security, and application support—to ensure seamless service delivery and address complex issues.

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, focusing on advanced troubleshooting and complex technical issues.
• Strong knowledge of operating systems (Windows, Linux, macOS) and enterprise applications.
• Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Proficiency with help‑desk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem‑solving skills and ability to work independently while managing multiple priorities.
• Strong communication skills, capable of conveying technical concepts to non‑technical users.

Preferred Experience

• Experience with ConnectWise.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
• Experience with cloud platforms (AWS, Azure) and virtualization technologies (VMware, Hyper‑V).
• Knowledge of IT security practices and data‑protection regulations.

Why you’ll love working here

Courser prioritizes personal and professional development through best‑in‑class training, mentorship, and clear self‑promotion paths. The culture encourages innovation, challenges the status quo, and promotes collaboration across teams nationwide.

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance.
• 401(k) match.
• Unlimited vacation time* (first year: 10 vacation days; after one year, unlimited).
• Paid sick time.
• 10 holidays, including your birthday and a floating holiday.
• Healthy lifestyle reimbursement.
• Amazon Prime reimbursement.
• 40 hours of paid volunteer time.
• Paid parental leave.
• Reimbursement for ongoing education and certifications.
• Learning and development programs.