IT Support Services III-Help Desk

Company Overview

Courser Coursesr accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth‑Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

About the Role

We are seeking a highly skilled IT Support Services III – Help Desk to provide expert technical support to our organization. The ideal candidate will have significant experience in IT support, with the ability to troubleshoot and resolve complex issues across various systems and platforms. This role involves collaborating with other IT team members, mentoring junior staff, and contributing to the overall efficiency of IT operations for our clients.

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 enrich 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 to develop their skills.
• 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.

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 (e.g., 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, with the ability to work independently and manage multiple priorities effectively.
• 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 (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper‑V).
• Knowledge of IT security practices and data‑protection regulations.

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance.
• 401(k) match.
• Unlimited vacation time* (after completing one full year of employment; first‑year full‑time team members receive 10 vacation days).
• 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.

Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, disability, caregiver status, veteran status, uniformed service status, or any other protected category.