IT Support Services II-Help Desk

Courser Employment Services LLC is seeking a Tier II IT Help Desk professional to provide advanced technical support, mentor junior staff, and contribute to client-facing IT projects. This onsite role is based in Riverside, CA, with a yearly salary range of USD 65,000 to 71,000.

Responsibilities

• Deliver Tier II assistance for application, hardware, and network issues escalated by junior teammates, ensuring timely resolution.
• Field user service requests with a focus on superior customer service and a positive experience for users.
• Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Diagnose and resolve intricate technical problems across Windows, macOS, Linux, and mobile devices.
• Maintain thorough documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.
• Support training and mentoring of junior IT support staff, offering guidance on best practices and technical skills.
• Participate in IT projects such as software deployments, system upgrades, and network enhancements, ensuring on-time delivery within scope.
• Monitor IT systems and networks for performance and security, proactively addressing potential issues.
• Manage user accounts, permissions, and access rights across various systems and applications.
• Track incident trends, root causes, and resolutions to inform improvements in IT services and support processes.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3 to 5 years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems including Windows Server, Linux, and macOS, along with enterprise applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and VPN configurations.
• Experience with helpdesk and ticketing systems (for example, ConnectWise, ServiceNow, JIRA, Zendesk).
• Excellent problem-solving abilities and the capacity to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Technologies

• Windows Server
• Windows
• Linux
• macOS
• TCP/IP
• DNS
• DHCP
• VPN
• ConnectWise
• ServiceNow
• JIRA
• Zendesk
• AWS
• Azure
• VMware
• Hyper-V

Benefits

• Competitive benefits package including medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time*
• Paid sick time
• Ten holidays including your birthday and a floating holiday
• Healthy lifestyle reimbursement
• Amazon Prime reimbursement
• 40 hours of volunteer time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs
• Unlimited vacation time after completing one full year of employment; for the first year, ten vacation days are provided for full-time team members