Help Desk Technician

Frontier Door & Cabinet•El Paso, TX

17h•$18 - $21•Onsite

About The Position

The Help Desk Technician provides frontline technical support to end users for company-supported hardware, software, systems, and mobile devices. The role diagnoses and resolves technical issues, escalates complex incidents as needed, and delivers responsive customer service while documenting work in the help desk ticketing system. The position supports company facilities in El Paso, Texas, and operates primarily in a professional office environment. The technician supports end users through in-person, phone, email, chat, and ticket-based channels. Responsibilities include supporting and maintaining computers, printers, mobile devices, user accounts, operating systems, applications, security tools, and patches; assisting with onboarding and offboarding; preparing equipment for reissue; and maintaining help desk documentation and knowledge resources. The role follows help desk procedures and service expectations, tracks escalations through completion, identifies recurring issues, and contributes to process improvements and user training.

Requirements

High school diploma or GED required.
1–3 years of experience in a Help Desk, Service Desk, or technical support role, or an equivalent combination of education and experience.
Strong customer service mindset and professional written and verbal communication skills.
Ability to troubleshoot issues logically and explain solutions in user-friendly terms.
Working knowledge of Microsoft Office/365, email systems, and basic PC hardware and software support.
Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, VPN, printers, and connectivity.
Experience with ticketing systems and documentation best practices.
Organized and detail-oriented, with the ability to manage multiple tickets while meeting deadlines and milestones.
Ability to work independently and collaborate effectively with cross-functional teams.
Good judgment, discretion, and ability to handle confidential information appropriately.
Ability to read and interpret instructions, safety rules, and procedure manuals in English.
Ability to work the assigned schedule; regular and reliable attendance is required.
Ability to meet the position’s physical demands, including sitting, standing, and walking approximately eight hours per day, five days per week; using hands to handle objects, tools, or controls; and talking and hearing. Close vision is required, particularly for reading very fine print.
Must follow Frontier Door and Cabinet’s Safety Program and established safety rules, and use equipment where required.

Nice To Haves

Additional technical training or certifications.
Experience supporting Windows environments, common office applications, and end-user devices.

Responsibilities

Respond to requests for technical assistance in person, by phone, email, chat, and/or through the ticketing system.
Diagnose, troubleshoot, and resolve hardware, software, and basic network connectivity issues.
Set up, configure, deploy, and support desktops, laptops, printers, and mobile devices.
Create, update, and manage user accounts, access, and permissions for email, collaboration tools, and business applications.
Install, maintain, and update operating systems, standard applications, security tools, and patches.
Document help desk interactions, troubleshooting steps, and resolutions in the ticketing system.
Follow help desk procedures, prioritization guidelines, and service level expectations.
Escalate unresolved or urgent issues to internal teams or vendors and track them through completion.
Support onboarding and offboarding by provisioning equipment, resetting devices, and appropriately adding or removing access.
Maintain and refresh equipment for reissue, including reimaging, updates, asset tagging, and basic inventory tracking.
Assist with administration of help desk and ticketing tools and knowledge base articles.
Identify recurring issues and recommend process improvements to reduce downtime and repeat tickets.
Help update training materials and provide basic end-user training as needed.
Maintain dependable attendance and support business needs through schedule flexibility when required.
Perform other duties as assigned.