IT Support Services II-Help Desk

Courser • Southfield, MI

6d

About The Position

Courser is seeking an IT Support Services II-Help Desk professional to provide advanced technical support and troubleshooting across IT systems, software, and hardware. The role handles escalated issues, supports users, contributes to client-facing projects, and helps mentor junior team members. It also assists with administration of servers, workstations, and cloud environments, and monitors systems for performance and security.

The position includes participation in IT projects such as software deployments, system upgrades, and network enhancements. The employee maintains support and system documentation, manages user accounts and access rights, and reports on incident trends, causes, and resolutions to improve IT services.

Courser emphasizes employee development through training, mentorship, and self-promotion paths, within a collaborative, innovative culture. The role includes a competitive benefits package and is with an Equal Opportunity Employer committed to diversity and inclusion.

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 ConnectWise, ServiceNow, JIRA, or Zendesk.
• Strong problem-solving skills and the ability to efficiently troubleshoot complex technical issues.
• Strong communication skills and 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 tier II support for application, hardware, and network issues escalated from junior team members, resolving them in a timely manner.
• Respond to user service requests and provide customer service that supports a positive user experience.
• Assist in administering and managing servers, workstations, and cloud environments.
• Diagnose and resolve complex technical issues across Windows, macOS, Linux, and mobile platforms.
• Maintain documentation of IT support processes, troubleshooting steps, and system configurations.
• Train and mentor junior IT support staff on best practices and technical skills.
• Participate in software deployments, system upgrades, network enhancements, and other IT projects, keeping work within schedule and scope.
• Monitor IT systems and networks for performance and security, identifying and addressing potential issues proactively.
• 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 insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• 401(k) match.
• Unlimited vacation time after one full year of employment; full-time employees receive 10 vacation days during their first year.
• Paid sick time.
• 10 holidays, including the employee’s birthday and a floating holiday.
• Healthy Lifestyle reimbursement.
• Amazon Prime reimbursement.
• 40 hours for volunteer time.
• Paid parental leave.
• Reimbursement for ongoing education and certifications.
• Learning and development programs.
• Best-in-class training, mentorship, and clear self-promotion paths.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level