IT Helpdesk Support Tier III

Wilshire Law Firm is hiring an on-site IT Helpdesk Support Tier III to provide day-to-day technical assistance to the IT Department and firm users. This role focuses on ticket handling, device setup and support, troubleshooting, escalation, and maintaining IT equipment, software, and licensing.

Role Overview

This is an on-site position in Los Angeles, CA supporting users across Windows endpoints and modern Microsoft services. The Tier III Helpdesk Support role includes managing device configuration, responding to support requests under department SLAs, documenting work in the ticketing system, and keeping systems operational during outages.

Key Responsibilities

• Provide daily technical support for users and systems, including Windows desktops and laptops, Microsoft 365, Intune device management, network infrastructure, and video conferencing.
• Support Universal Print solutions and PDF workflows as part of user and operational requests.
• Monitor and respond to incoming IT support tickets, targeting an initial response within the IT department’s SLAs.
• Set up, configure, and maintain laptops, monitors, and peripheral equipment for new and existing users.
• Assist with user onboarding and offboarding, including system access and equipment setup.
• Troubleshoot common issues such as performance problems, login and password issues, printer connectivity, email delivery failures, account lockouts, and meeting connection or audio/video difficulties.
• Escalate unresolved or high-impact issues to senior IT staff or vendors, including documenting troubleshooting steps and escalation rationale.
• Maintain accurate inventory of IT equipment, software, and user licenses.
• Support business continuity by helping ensure systems remain operational and provide assistance during outages.
• Document support activities, resolutions, and communications in the ticketing system.
• Deliver excellent customer service to users and create a welcoming, positive experience in every interaction.
• Contribute to a friendly, approachable, team-oriented environment by bringing positive energy and building trust with colleagues and end users.

Required Qualifications

• 5+ years of experience in IT Helpdesk Support or a similar role.
• Bachelor’s degree in IT, Computer Science, or a related field.
• Ability to perform effectively in a fast-paced, high-pressure environment.
• Strong attention to detail and organizational skills.
• Team-oriented mindset with a positive, professional attitude.
• Eagerness to learn, with the ability to work independently when needed.
• Ability to work on-site Monday through Friday.

Technologies and Tools

• Windows
• Microsoft 365
• Intune
• Universal Print
• PDF workflows
• Video conferencing

Location and Schedule

On-site in Los Angeles, CA, working Monday through Friday.

Compensation

Pay range: USD 33 - 40 per hour.

Benefits

• Paid time off and paid holidays
• Opportunities for growth and advancement
• Team outings and sponsored events
• Employee referral bonus programs
• Firm-paid Medical HMO with affordable upgrades
• Firm-paid Life and AD&D insurance
• Low-cost Dental and Vision plans
• 401k
• FSA (Flexible Spending Account)
• EAP (Employee Assistance Program)
• Pet Insurance

Additional Locations

Wilshire Law Firm locations include Los Angeles, Irvine, San Diego, Oakland, Sacramento, Riverside, and Torrance.