IT Support Services III-Help Desk

Courser’s onsite IT Support Services Tier III Help Desk role focuses on advanced troubleshooting and hands-on support for complex application, hardware, and networking challenges.

Responsibilities

• Deliver tier III support for complex application, hardware, and networking issues escalated from other support teams, aiming for timely resolution and minimal downtime.
• Use analytical troubleshooting to diagnose technical problems and implement durable solutions that address root causes and prevent repeat incidents.
• Support the administration of IT systems, including servers, databases, and cloud services, with a focus on performance and security.
• Provide advanced guidance to end-users, including help with IT systems and applications to improve the user experience.
• Maintain detailed documentation covering technical procedures, troubleshooting steps, and resolutions to strengthen the knowledge base.
• Collaborate on IT projects such as system upgrades, software deployments, and infrastructure enhancements to meet project timelines.
• Mentor junior IT support staff by offering technical guidance and sharing knowledge to build capability.
• Monitor system performance and security, proactively identifying and addressing potential issues before they impact users.
• Participate in incident response by investigating security incidents and recommending corrective actions.
• Coordinate with other IT teams including network, security, and application support to ensure smooth service delivery.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in IT support or system administration, focused on advanced troubleshooting and complex technical issues.
• Strong working knowledge of operating systems, including Windows, Linux, and macOS, plus enterprise applications.
• Experience with networking concepts such as TCP/IP, DNS, DHCP, and VPN configurations.
• Proficiency with helpdesk and ticketing systems such as ConnectWise, ServiceNow, JIRA, or Zendesk.
• Strong problem-solving skills, with the ability to work independently and manage multiple priorities.
• Effective communication skills, including the ability to explain technical concepts to non-technical users.

Technologies

• Windows, Linux, macOS
• TCP/IP, DNS, DHCP, VPN
• ConnectWise, ServiceNow, JIRA, Zendesk
• AWS, Azure
• VMware, Hyper-V
• Servers, databases, cloud services

Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited vacation time*
• Paid sick time
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy Lifestyle reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Learning and development programs
• For the first year of employment, full-time team members receive 10 vacation days

Preferred Experience

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

Why You’ll Love Working Here

• Courser emphasizes personal and professional development with best-in-class training, mentorship, and clear self-promotion paths.
• Encourages innovation and challenging the status quo.
• Teams located across the country, supporting collaboration and shared knowledge.