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 #J-18808-Ljbffr