IT Support Services II - Help Desk at Courser in Miami Lakes, FL onsite, handling tier II technical support, mentoring junior staff, and contributing to IT projects across Windows, macOS, Linux, and mobile devices, including servers and cloud environments.
Responsibilities
- Deliver tier II troubleshooting for applications, hardware, and network issues escalated by junior teammates, ensuring timely fixes.
- Handle user service requests with a focus on service quality and a positive experience.
- Support the administration of IT environments, including servers, workstations, and cloud platforms.
- Troubleshoot complex issues across Windows, macOS, Linux, and mobile devices.
- Document support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.
- Support the training and mentoring of junior staff, sharing best practices and technical guidance.
- Contribute to IT projects such as software deployments, system upgrades, and network improvements, delivering on time and within scope.
- Monitor performance and security of IT systems and networks, proactively addressing potential issues.
- Administer user accounts, permissions, and access rights across multiple systems and applications.
- Track incident trends, root causes, and resolutions to drive improvements in IT services and processes.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
- Three to five years in IT support or system administration, ideally in a corporate setting.
- Solid knowledge of Windows Server, Linux, macOS, and enterprise applications.
- Experience with networking fundamentals such as TCP/IP, DNS, DHCP, and VPN configurations.
- Familiarity with helpdesk and ticketing tools such as ConnectWise, ServiceNow, JIRA, or Zendesk.
- Strong problem-solving and efficient diagnostic skills for complex issues.
- Clear communication to translate technical concepts for non-technical users.
- Experience with ConnectWise.
- Certifications such as CompTIA A+, Network+, or MCSE preferred.
- Experience with cloud services AWS and Azure, and virtualization technologies such as VMware and Hyper-V.
- Knowledge of IT security practices and data protection regulations.
Technologies
- Windows Server
- Linux
- macOS
- ConnectWise
- ServiceNow
- JIRA
- Zendesk
- AWS
- Azure
- VMware
- Hyper-V
- TCP/IP
- DNS
- DHCP
- VPN
Benefits
- Competitive benefits package including medical, dental, vision, and life insurance
- 401(k) company match
- Flexible vacation time
- Paid sick time
- 10 holidays including a Birthday and a Floating Holiday
- Healthy lifestyle reimbursement
- Membership Subsidy
- 40 hours of Volunteer Time
- Paid parental leave
- Reimbursement for ongoing certifications
- Flexible vacation time after one full year of employment; first year includes 10 vacation days
Why you'll love working here
- Courser prioritizes personal and professional development for employees.
- Access to best-in-class training, mentorship, and clear paths for self-promotion.
- A culture of innovation that encourages challenging the status quo.
- Nationally distributed teams foster a collaborative environment with shared knowledge.
Physical Demands and ADA Requirements
- This is largely a sedentary role with prolonged periods of sitting or standing and computer use.
- Must communicate effectively with clients, colleagues, and management; includes speaking, listening, and comprehension.
- Regular use of a laptop and other office equipment; extended keyboard and device operation required.
- Occasional lifting or moving up to 10 pounds may be required.
- Vision requirements include close and distance vision with the ability to adjust focus.
ADA Statement
Courser complies with the Americans with Disabilities Act and provides reasonable accommodations to qualified individuals throughout all stages of employment. If you need accommodations to perform essential job functions, please contact us.
Equal Opportunity Employer
Courser is an Equal Opportunity Employer. We value diversity and strive for 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 identity, genetic information, national origin, citizenship status, marital status, age, disability, caregiver status, veteran status, or any other protected category.
