[Remote] IT Support Services II-Help Desk

Note: The job is a remote job and is open to candidates in USA. COURSER is an IT service provider company focused on delivering impactful solutions and exceptional customer experiences. They are seeking a skilled IT Support Services specialist to provide tier II support, troubleshoot technical issues, and contribute to client-facing IT projects.


Responsibilities

  • Provide tier II support for application, hardware, and network-related issues escalated from junior team members, ensuring timely resolution
  • Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience
  • Assist in the administration and management of IT systems, including servers, workstations, and cloud environments
  • Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices
  • Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference
  • Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills
  • Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed 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 within various systems and applications
  • Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes

Skills

  • 3-5 years of experience in IT support or system administration, preferably in a corporate environment
  • Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications
  • Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations
  • Familiarity with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk)
  • Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently
  • Strong communication skills, with the ability to explain technical concepts to non-technical users
  • Experience with ConnectWise
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
  • Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)
  • Knowledge of IT security practices and data protection regulations

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
  • Unlimited vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days.

Company Overview

  • We’re Courser. A partnership platform that helps technology service companies identify and take the next step in growth. It was founded in undefined, and is headquartered in Greenville , SC, US, with a workforce of 501-1000 employees. Its website is

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