Help Desk Specialist 3

Tecolote Research, Inc.; El Segundo (CA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance (100%)

Retirement plan (100% company matched)

Paid time off & holidays

Sick leave

Job summary

Tecolote Research, Inc. in El Segundo, CA is seeking a mid-level Helpdesk Specialist to join our Corporate IT team.

You will be the go-to resource for troubleshooting complex technical issues for end-users onsite and remotely, keeping IT operations running smoothly, and growing your enterprise IT skills. This on-site role requires strong Windows/AD, excellent communication, and a proactive approach to tickets, hardware, and software support, along with participation in IT projects and process

Qualifications

• Requires strong Windows OS troubleshooting and AD management.
• Excellent communication and collaboration across levels.
• Attention to detail with process-improvement mindset.
• U.S. citizenship and ability to obtain security clearance.

Responsibilities

• Provide technical support for end-users onsite and remotely.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and update software/hardware as needed.
• Support equipment inventory, purchasing, and receiving.
• Document issues and changes in the service desk platform.
• Mentor junior help desk staff and share knowledge.
• Contribute to IT projects and tactical plan execution.

Skills

Windows OS troubleshooting

Active Directory management

Interpersonal communication

Attention to detail

Customer-centric service

Security clearance eligibility

Education

High School Diploma

Bachelor’s degree preferred

Tools

Okta MFA

Exchange/Office 365

Printer configuration

Windows Server administration

IT asset lifecycle management

Job description

We are seeking a mid-level Helpdesk Specialist to join our Corporate IT team in El Segundo, CA. You'll be the go-to resource for troubleshooting complex technical issues, assisting our end-users both onsite and remotely, and keeping our IT operations running smoothly. This role is fast-paced, highly collaborative, and a great opportunity to grow your skills in enterprise IT systems and support. This is an onsite position for our office in El Segundo, CA

Responsibilities

• Provide exceptional technical support for end-users, remote staff, and IT systems teams.
• Answer customer inquiries via phone, email, and in-person, ensuring timely and professional communication.
• Diagnose and resolve complex hardware, software, and network issues.
• Install, configure, and update software and hardware as needed.
• Support purchasing, receiving, shipping, and management of equipment inventory.
• Contribute to IT improvement projects and tactical plan implementation.
• Document issues, resolutions, and system changes in a service desk platform.
• Mentor and guide help desk staff

Skills Required

• 5+ years in a help desk or technical support role, ideally in a mid-sized, geographically dispersed organization.
• Advanced troubleshooting skills for Windows OS and user/computer account management in Active Directory.
• Excellent interpersonal skills, with the ability to communicate effectively at all organizational levels.
• Strong attention to detail with the ability to identify errors, inconsistencies, and opportunities for process improvement.
• Soft skills that make you successful in support: patience, empathy, active listening, urgency, and organization.
• U.S. citizenship and ability to obtain/maintain a security clearance.

Additional Skills

• Experience with Okta Multi-Factor Authentication.
• Strong familiarity with Exchange and Office 365.
• Printer installation and configuration.
• Basic Windows Server administration.
• Strong exposure to enterprise IT processes, including hardware lifecycle management.
• Strong attention to detail with the ability to identify errors, inconsistencies, and opportunities for process improvement
• Salary Range: $60,000–$70,000/year DOE.
• We offer a generous benefits package including:
  • 100% company paid Medical, Dental and Vision
  • 100% company paid Retirement
  • Paid Time Off on top of company recognized Holidays
  • Paid Sick Leave.

This role offers a mix of day-to-day user support and exposure to enterprise IT projects, making it ideal for someone ready to grow into more advanced system administration or IT engineering roles

Education

• High School Diploma Required

Bachelors degree preferred, preferably in management information systems, math or engineering. Minimum of 2 equivalent years of relevant work experience. Additional degrees or certifications may substitute for years of experience.

Full-Time

SecurityClearance

Mid-Level

On-site

We offer competitive salaries commensurate with education and experience. We have an excellent benefits package that includes:

Health & Welfare

Company Paid

• Major Medical Insurance for employees and family members
• Dental Insurance for employees and family members
• Vision Insurance for employees (employee-paid for family members)
• Group Life Insurance
• Accidental Death and Dismemberment Insurance
• Travel Accident Insurance
• Long-Term Disability

Voluntary

• Short-Term Disability
• Supplemental Life Insurance
• Flexible Spending Account (pre-tax deferrals for health care expenses)

Retirement

• Money Purchase Pension Plan - 100% Company funded defined contribution retirement plan. One-year entry waiting period and 5-year vesting. Core Funds available and a self-directed brokerage account option.
• Employee Stock Ownership Plan - 100% Company funded discretionary contribution. 100% vested after one-year entry waiting period.

Time Off

Tecolote's generous paid time off benefits give employees the flexibility they need to relax, recharge and take care of the unexpected.