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Courser Employment Services LLC

IT Support Services II-Help Desk

Courser Employment Services LLC
Riverside, CA $65k - $71k/yr Full time Posted 11d ago
Cloud Cloud Platforms End User Support Hardware Support Help Desk Support Information Technology (IT) Issue Tracking It Service Management IT Services ITSM Network Support Onsite Project Management Server Management Service Desk ServiceNow Servicenow Technical Support Windows
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Job Description

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

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