Help Desk Support Technician

The Providencia Group • El Paso, TX

4d • Onsite

About The Position

The Providencia Group is seeking a highly organized and detail-oriented IT Helpdesk Technician to join their team. This role is responsible for managing tickets, providing resolutions, and maintaining the knowledge base. The technician will provide technical support for remote end users, working closely with IT staff, management, and other stakeholders. The company focuses on addressing global challenges and delivering transformative solutions, emphasizing a culture of achieving tangible results, continuous improvement, and taking care of each other.

Requirements

• High School diploma is required.
• 1-3 Years of technical helpdesk experience is required.
• At least one entry level technical certification such as CompTIA A+, Network+, Security+ or Microsoft MCP required.
• Experience providing software, hardware, network, and computer user support.
• Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access practices.
• Working knowledge of Microsoft Windows 10, Microsoft Office 365 cloud apps and services to include but not limited to Microsoft Teams, OneDrive, and SharePoint.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Problem-solving skills.
• Team oriented.
• Be able to handle a fast-paced environment.
• Must possess strong computer skills in MS Office, including Excel, Word, & Teams.
• Ability to type 45 wpm.
• Must be at least 21 years of age.
• A valid US Driver’s license.
• Have the ability to obtain a Public Trust Clearance.
• Must be a U.S Citizen.
• Residency requirement - 3 cumulative years in the last 5 years.

Nice To Haves

• Bachelor’s degree in Information Technology or similar field is preferred.
• Two or more certifications preferred.

Responsibilities

• Perform remote assistance for software/hardware troubleshooting, upgrade, installation, and configuration.
• Follow Standard Operating Procedure (SOP) to resolve various trouble/request tickets and carry out system administration tasks.
• Update SOPs as needed and add knowledgebase entries.
• Escalate and communicate reported issues to System Administrators and Engineers as needed.
• Provide a brief IT orientation to new staff as necessary.
• Manage user accounts in Microsoft Active Directory/Azure AD.
• Manage user mailboxes in Microsoft Exchange Online.
• Coordinate IT equipment provisioning, shipping, and retrieval.
• IT asset tracking and management for the contract.
• Perform other duties as assigned.

Benefits

• The Providencia Group is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.
• TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED