IT Support Services II - Help Desk

Courser•Lafayette, LA

23d

About The Position

COURSER is seeking an experienced IT Support Services II to join its IT team and provide advanced technical support across IT systems, software, and hardware. The role handles escalated technical issues, assists with system administration, supports users, and contributes to IT projects and service improvements. It also includes mentoring junior support staff and maintaining documentation. COURSER describes its culture as built around teamwork, service, growth-mindedness, trust, and innovation.

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, including 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 the ability to efficiently troubleshoot complex technical issues.
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 by junior team members, ensuring timely resolution.
Assist with the administration and management of servers, workstations, and cloud environments.
Diagnose and resolve complex issues across Windows, macOS, Linux, and mobile devices.
Respond to user service requests and provide exceptional customer service.
Maintain documentation of support processes, troubleshooting steps, and system configurations.
Assist in training and mentoring junior IT support staff on best practices and technical skills.
Participate in IT projects, including software deployments, system upgrades, and network enhancements, ensuring work is 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 across systems and applications.
Track and report incident trends, root causes, and resolutions to help improve IT services and support processes.

Benefits

Medical, dental, vision, and life insurance.
401(k) match.
Flexible PTO.
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.
Best-in-class training, mentorship, and opportunities for growth through self-promotion paths.