IT Support Services II-Help Desk

Courser • Southfield, MI

4d

About The Position

Courser is seeking an experienced 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, and assists with administration of servers, workstations, and cloud environments. It also includes mentoring junior team members and contributing to client-facing IT projects and initiatives.

The position works across Windows, macOS, Linux, and mobile platforms, and supports service improvements through system monitoring, documentation, incident trend reporting, and participation in deployments, upgrades, and network enhancements. Courser describes a collaborative, growth-focused workplace with training, mentorship, and opportunities for professional development.

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 troubleshoot complex technical issues efficiently.
• 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 escalated application, hardware, and network issues, ensuring timely resolution.
• Respond to user service requests and provide exceptional customer service.
• 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.
• Document 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, and network enhancement projects, helping ensure they are completed 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 insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) match
• Unlimited vacation time after completing one full year of employment; full-time team members 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 and mentorship
• Clear self-promotion paths

What This Job Offers

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