IT Support Services II - Help Desk

Courser•Lafayette, LA

About The Position

COURSER is seeking an experienced IT Support Services II to join its IT team. The role provides advanced, second-tier technical support for hardware, software, and network issues escalated by junior team members. It also supports IT system administration, user requests, IT projects, system monitoring and maintenance, and user account management. The position includes documenting support processes and system configurations, mentoring junior staff, and reporting on incident trends and root causes. The ideal candidate has strong troubleshooting and customer service skills and can work across Windows, macOS, Linux, and mobile platforms.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a 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 such as Windows Server, Linux, and macOS, and enterprise applications.
Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
Familiarity with helpdesk and ticketing systems such as ServiceNow, JIRA, or Zendesk.
Excellent problem-solving skills and ability to troubleshoot complex technical issues efficiently.
Strong communication skills, including the ability to explain technical concepts to non-technical users.

Nice To Haves

Experience with ConnectWise.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
Experience with cloud services such as AWS or Azure and virtualization technologies such as VMware or Hyper-V.
Knowledge of IT security practices and data protection regulations.

Responsibilities

Provide second-tier support for hardware, software, and network issues escalated from junior team members, resolving them in a timely manner.
Assist with administration and management of IT systems, including servers, workstations, and cloud environments.
Diagnose and resolve technical issues across Windows, macOS, Linux, and mobile devices.
Respond to user service requests and provide exceptional customer service.
Maintain documentation of IT support processes, troubleshooting steps, and system configurations.
Train and mentor 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 completion on time and within scope.
Monitor IT systems and networks for performance and security and proactively identify and resolve potential issues.
Manage user accounts, permissions, and access rights across systems and applications.
Track and report incident trends, root causes, and resolutions to improve IT services and support processes.

Benefits

Medical, dental, vision, and life insurance.
401(k) match.
Flexible paid time off.
10 holidays, including the employee’s 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.
Training, mentorship, and opportunities for growth through self-promotion paths.