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Courser

IT Support Services II - Help Desk

Courser
Palm Springs, CA $65k - $71k/yr Full time Posted 1h ago
Cloud Cloud Platforms Connectwise Customer Service Customer Support End User Support Hardware Support Help Desk Support Information Technology (IT) Issue Tracking IT Operations It Service Management IT Services ITSM Networks Project Management Remote Access Vpn ServiceNow Servicenow Software Technical Support Ticketing Systems Windows Zendesk
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Job Description

Courser offers a competitive, benefits-forward IT Support Services II role based in Palm Springs, CA (onsite). You will work on meaningful second-tier support and help keep internal teams productive by resolving complex hardware, software, and network issues. The position also includes system administration, user account management, mentoring, and direct involvement in IT projects.

Compensation for this role is USD 65,000 to 71,000 per year. If you enjoy combining troubleshooting with customer-focused service and contributing to steady improvements in IT operations, this is a strong fit.

What you’ll do

  • Provide second-tier support for escalated hardware, software, and network issues from junior team members, ensuring timely resolution.
  • Support administration and management of IT systems across servers, workstations, and cloud environments.
  • Diagnose and resolve complex technical problems across Windows, macOS, Linux, and mobile devices.
  • Handle user service requests while delivering exceptional customer service and a positive user experience.
  • Maintain documentation covering support processes, troubleshooting steps, and system configurations.
  • Assist with training and mentoring junior IT support staff on best practices and technical skills.
  • Participate in IT projects including software deployments, system upgrades, and network enhancements, keeping work on time and within scope.
  • Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
  • Manage user accounts, permissions, and access rights across systems and applications.
  • Track and report incident trends, root causes, and resolutions to improve IT services and support processes.

What you’ll need

  • Bachelor’s degree in Computer Science, Information Technology, or 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 such as Windows Server, Linux, and macOS and experience with enterprise applications.
  • Networking fundamentals including TCP/IP, DNS, DHCP, and VPN configurations.
  • Familiarity with helpdesk and ticketing systems such as ServiceNow, JIRA, and Zendesk.
  • Excellent problem-solving and the ability to troubleshoot complex technical issues efficiently.
  • Clear communication skills, including the ability to explain technical concepts to non-technical users.

Helpful experience and credentials

  • Experience with ConnectWise.
  • Certifications such as CompTIA A+, Network+, or MCSE.
  • Experience with cloud services (AWS, Azure) and virtualization technologies (VMware, Hyper-V).
  • Knowledge of IT security practices and data protection regulations.

Benefits at Courser

  • Competitive benefits package including medical, dental, vision, and life insurance
  • 401k match
  • Flexible PTO
  • 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

Technologies you may work with: Windows Server, Linux, macOS, TCP/IP, DNS, DHCP, VPN, ServiceNow, JIRA, Zendesk, ConnectWise, CompTIA A+, Network+, MCSE, AWS, Azure, VMware, Hyper-V.

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