Help Desk Technician

Base pay range

$30.00/hr - $38.00/hr

The Helpdesk Support Specialist Level 3 is a senior technical support role responsible for resolving complex IT issues, mentoring junior staff, and contributing to the continuous improvement of support processes. This position requires 6 to 8 years of experience in IT support and a deep understanding of enterprise systems, hardware, software, and network troubleshooting.

Key Responsibilities

• Resolve escalated technical issues involving hardware, software, networks, and enterprise systems.
• Monitor support queues and ensure timely resolution and proper escalation of incidents.
• Create and maintain technical documentation and knowledge base articles for Tier 1 and Tier 2 teams.
• Support server environments, network infrastructure, and enterprise applications.
• Mentor and train junior helpdesk staff on complex issue resolution and best practices.
• Analyze trends in issue reporting and develop preventive strategies.
• Participate in cross-functional initiatives and contribute to IT policy updates and compliance documentation.

Qualifications

• 6–8 years of experience in IT support with proven success in resolving complex technical issues.
• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field.
• Strong understanding of Microsoft OS (Windows 10/11, Server 2016/2019), Office Suite, and workstation configuration.
• Experience with ITSM tools and ticketing systems.
• Advanced troubleshooting and diagnostic skills.
• Excellent communication and customer service abilities.
• Ability to work independently and collaboratively.
• High attention to detail and commitment to service excellence.
• Working knowledge of office equipment (copiers, fax, printers, etc.) and general office operations
• Good organizational, written and verbal communication skills a must
• Professional, pleasant and patient in demeanor
• Help reinforce image and professionalism of the IT Services team and ProSearch through polished professional communications and interactions
• Can demonstrate the ability to transfer knowledge between hardware vendors
• High degree of professionalism and ability to work and supervise
• Ability to learn and support new and quickly changing technologies
• Must be flexible, prioritize workload, and have strong attention to detail
• Proficient with MS Office Suite
• Proficient in Microsoft OS’s (Windows 10/11) Windows Server 2019 – 2022 a plus
• Proficient in setting up/configuring workstations

Seniority Level

Associate

Employment Type

Full-time

Job Function

Customer Service

Industries

Legal Services

Location: Los Angeles Metropolitan Area