IT Support Services III - Help Desk

Who We Are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

IT Support Services III-Help Desk

We are seeking a highly skilled IT Support Engineer III to join our team and 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 will involve collaborating with other IT team members, mentoring junior engineers, and contributing to the overall efficiency of our IT operations.

Key Responsibilities:

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

Key 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, with a focus 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 helpdesk and ticketing systems (e.g., 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
  
  

What we do for you

At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited Approved PTO after one year (2 weeks your first year)
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs
  
  

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.

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