Help Desk Specialist

Level 3 Help Desk SpecialistLocation: Inglewood, CASalary: $68,000 - $75,000 (commensurate with experience)Hours: 9:00 AM - 6:00 PM Vaccination Requirement: COVID vaccination requiredOverview:We are looking for a skilled Level 3 Help Desk Specialist with a mix of technical expertise and some experience in guiding or mentoring junior team members. This is an excellent opportunity for someone who is ready to grow their leadership skills while maintaining a hands-on technical role.Responsibilities:Manage and resolve escalated tickets using the Fresh Service ticketing system, ensuring critical issues are prioritized and addressed promptly.Assist in coordinating ticket workflows by assigning and tracking progress to meet SLA (Service Level Agreement) standards.Provide advanced technical support for Microsoft Windows 10 & 11, Office 365, Outlook, Word, Excel, and hybrid Microsoft environments.Mentor and assist a team of 5 Help Desk technicians, sharing knowledge to improve team performance and resolution times.Offer remote and on-site support for 600 end users, delivering exceptional service and technical expertise.Troubleshoot and resolve issues related to server concepts, PC routing, and networking.Collaborate with leadership to identify areas for process improvement and implement solutions to enhance efficiency.Requirements:CompTIA A+ Certification is required; ITIL Certification is highly preferred.Strong knowledge of systems, networks, and security fundamentals.Experience in a Level 3 Help Desk or similar role with some exposure to mentoring or leading a team.Hands-on experience managing ticketing systems and adhering to SLAs.Excellent communication, problem-solving, and organizational skills.What We Offer:Opportunities to develop leadership skills in a supportive environment.Mentorship and training to grow into a more formalized lead role.

Created: 2025-01-27