Key Responsibilities:

Provide tier II support for application, hardware, and network-related issues escalated from junior team members, ensuring timely resolution. Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience. Assist in the administration and management of IT systems, including servers, workstations, and cloud environments. Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices. Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference. Assist in training and mentoring 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 projects are 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 within various systems and applications. Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

Key Qualifications:

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., ConnectWise, 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.

Preferred Experience:

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. Why you'll love working here At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together. Benefit Highlights

Competitive benefits package, including medical, dental, vision, and life insurance
401k match
Unlimited vacation time
Paid sick time
10 Holidays including your 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
Unlimited vacation time after completing one full year of employment.

For the first year of employment, full-time team members are provided 10 vacation days. Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. 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