IT Support Services II-Help Desk

Courser • Tampa, FL

2d

About The Position

We are seeking a skilled IT Support Services II to join our dynamic IT team. The ideal candidate will have extensive experience in providing technical support and troubleshooting for various IT systems, software, and hardware. This role requires the ability to handle more advanced technical issues, mentor junior staff, and contribute to IT projects and initiatives.

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
• 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

• Advanced Technical Support: Provide second-tier support for hardware, software, and network-related issues escalated from junior team members, ensuring timely resolution.
• System Administration: Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Troubleshooting: Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices.
• User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.
• Mentorship: Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills.
• IT Projects: Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope.
• Monitoring and Maintenance: Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• User Account Management: Manage user accounts, permissions, and access rights within various systems and applications.
• Incident Reporting: 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