IT Support Services II - Help Desk

Courser is seeking an IT Support Services II Help Desk professional to support day-to-day technology needs and help maintain reliable IT operations for its teams in Riverside, CA (onsite). In this second-tier role, you will troubleshoot escalated hardware, software, and network issues while also contributing to system administration, user account support, documentation, and ongoing IT projects.

What you’ll be doing

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

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3-5 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, plus familiarity with enterprise applications.
• Networking concepts experience, including TCP/IP, DNS, DHCP, and VPN configuration.
• Experience using helpdesk and ticketing systems such as ServiceNow, JIRA, or Zendesk.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Clear communication skills to explain technical concepts to non-technical users.

Technologies you may work with

• Windows Server, Linux, macOS
• TCP/IP, DNS, DHCP, VPN
• ServiceNow, JIRA, Zendesk, ConnectWise
• ConnectWise, CompTIA A+, Network+
• Microsoft Certified Solutions Expert (MCSE)
• AWS, Azure, VMware, Hyper-V

Compensation and benefits

• $75,000 - $79,992 per year
• 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

Preferred experience

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

At Courser, the focus is on employee growth through best-in-class training, mentorship, and development opportunities supported by self-promotion paths. Teams across the country share knowledge, encourage innovation, and support learning and improvement.