Help Desk Technician I

Overview: 

The primary goal for the Help Desk Technician I  is to enhance the productivity of our organization by ensuring reliable and effective on-site support services and providing technical assistance to users both in-person and remotely. This role is key in minimizing downtime and improving the usability of technology resources. As part of the IT team, the Help Desk Technician I plays a pivotal role in driving the strategic deployment of IT solutions that align with our organizational goals and enhance overall performance. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and foundational knowledge of both macOS and Windows operating systems.

Prodege:

A cutting-edge marketing and consumer insights platform, Prodege has charted a course of innovation in the evolving technology landscape by helping leading brands, marketers, and agencies uncover the answers to their business questions, acquire new customers, increase revenue, and drive brand loyalty & product adoption. Bolstered by a major investment by Great Hill Partners in Q4 2021 and strategic acquisitions of Pollfish, BitBurst & AdGate Media in 2022, Prodege looks forward to more growth and innovation to empower our partners to gather meaningful, rich insights and better market to their target audiences.

As an organization, we go the extra mile to “Create Rewarding Moments” every day for our partners, consumers, and team. Come join us today!

***We are seeking qualified candidates within the greater Los Angeles Metro areas as this role is an on-site, and requires reporting to our El Segundo Office daily.***

Primary Objectives: 

• Provide Frontline Technical Support to End Users
• Support Device Setup and Maintenance
• Maintain IT Documentation and Knowledge Base

Qualifications - To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Detailed Job Duties: (typical monthly, weekly, daily tasks which support the primary objectives)

• Provide Frontline Technical Support to End Users
  • Deliver responsive and effective support to users across hardware, software, and network issues, ensuring minimal disruption to daily operations.
  • Assist users with hardware and software issues on Windows and macOS platforms (including macOS Sonoma and Sequoia) via video call, email, or ticketing system.
  • Help troubleshoot network connectivity and application errors.
  • Provide clear instructions and guidance to users.
  • Collaborate with the IT team to escalate issues when necessary.
• Support Device Setup and Maintenance
  • Ensure end-user devices and tools are properly configured, updated, and functional through hands-on installation and upkeep.
  • Install and configure software applications and hardware components.
  • Maintain spare hardware inventory.
  • Responsible for shipping and receiving laptops & other peripherals.
• Maintain IT Documentation and Knowledge Base
  • Capture and organize relevant technical documentation to support internal knowledge sharing and continuous service improvement.
  • Document troubleshooting steps and maintain a knowledge base of everyday issues.

What does SUCCESS look like?

A successful Help Desk Technician I effectively boosts organizational productivity by providing reliable and timely technical support, minimizing downtime, and enhancing technology usability. They excel in troubleshooting hardware and software issues across both Windows and macOS platforms and maintain detailed documentation to track user interactions and incident trends. Strong communication skills are essential, enabling them to offer clear guidance and collaborate effectively with IT team members.

The MUST Haves: (ex: job cannot be done without these skills, education, experience, certifications, licenses) 

• One or more (1+) years of experience in a help desk or technical support role.
• Basic knowledge and proficiency in supporting Windows (10, 11) and macOS (Sequoia).
• Working knowledge of common office productivity suites (Microsoft Office, Google Workspace).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with office productivity suites (Microsoft Office, Google Workspace).
• Familiarity with using AI-based productivity tools (e.g., chatbots, AI-powered search, or ticket triage assistants) to streamline support tasks and enhance troubleshooting efficiency.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Knowledge of mobile device support (iOS, Android).
• Ability to manage multiple tasks and prioritize effectively under pressure.
• Familiarity with network troubleshooting and the basics of network security.

The Nice to Haves: (ex: preferred additional skills, education, experience, certifications, licenses) 

• Bachelor's degree in computer science or equivalent is preferred. 
• Experience with help desk ticketing systems.
• Experience with Active Directory and user account administration.
• Relevant certifications, such as CompTIA A+ are a bonus.

Pay Transparency:

The anticipated base salary range for this position is $26.54/hr to $30.05/hr. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to; the type and length of experience within the job, type and length of experience within the industry, the type and length of knowledge and skills for the position, education, training, etc. Prodege is a multi-state employer and final compensation within this range could be impacted by work location. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Prodege Benefits:

Prodege offers a comprehensive benefits package to US Full-time employees including medical, dental, vision, STD, LTD and basic life insurance. Employees receive flexible PTO, as well as paid sick leave prorated based on hire date. US Employees have eight paid holidays throughout the calendar year. Employees receive an option to purchase shares of Company stock commensurate with their position, which vests over four years. 

Equal Employment Opportunity Statement

At Prodege, we are committed to creating a diverse and inclusive environment. We are proud to be an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.

FCIHO

Employers will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of FCIHO.