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Courser · 21 hours ago

IT Support Services II-Help Desk

Tucson, AZ

Full-time

Onsite

Mid Level

3+ years exp

Courser accelerates the growth of IT service provider companies, focusing on teamwork and innovation. They are seeking a skilled IT Support Services II-Help Desk to provide tier II support, mentor junior staff, and manage IT systems while ensuring exceptional customer service.

Information Technology & Services

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

Qualification

IT support experienceOperating systems knowledgeNetworking conceptsHelpdesk systems familiarityCloud services experienceVirtualization technologiesProblem-solving skillsCommunication skillsCompTIA A+ certificationNetwork+ certificationMCSE certificationIT security knowledge

Required

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 (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

Preferred

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.