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ProSearch · 1 day ago

Help Desk Technician

LA Metro Area

Full-time

Onsite

Senior Level

$30/hr - $38/hr

6+ years exp

ProSearch is seeking a Helpdesk Support Specialist Level 3, a senior technical support role responsible for resolving complex IT issues and mentoring junior staff. The role involves monitoring support queues, creating technical documentation, and contributing to the improvement of support processes.

ConsultingCyber SecurityEdiscoveryLegalRetailShopping

Comp. & Benefits

Hiring Manager

Jennifer Walker, SHRM-CP

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

Qualification

Advanced troubleshootingMicrosoft OS proficiencyITSM tools experienceCustomer service abilitiesWorkstation configurationInternet research skillsProfessional demeanorKnowledge transferCommunication skillsOrganizational skillsFlexibility

Required

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

Good Internet research skills

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

Company

ProSearch

ProSearch is a leading provider of comprehensive discovery solutions to corporate legal departments and law firms, empowering them to better manage their portfolio of matters for improved legal and business outcomes.

Founded in 2005

Los Angeles, California, USA

201-500 employees