IT Support Services II-Help Desk

Sundog-posted 10 months ago
Full-time • Mid Level
Tampa, FL
Specialty Trade Contractors
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COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future. This position will be hybrid in office 2 days a week after the initial probationary period. Office is close to Florida State Fair Grounds.

  • Provide second-tier support for hardware, software, and network-related issues escalated from junior team members, ensuring timely resolution.
  • 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.
  • Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
  • 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.
  • 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., 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.
  • MSP experience highly preferred.
  • 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.
  • 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.
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