IT Support Services II-Help Desk

Sundog • Tampa, FL

356d

About The Position

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.

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 (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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Specialty Trade Contractors
• Education Level: Bachelor's degree