IT Helpdesk Technician
About The Position
The Providencia Group is seeking a highly organized and detail-oriented IT Helpdesk Technician to manage support tickets, provide resolutions, and keep the knowledge base up to date. The technician will work with IT staff and management, other staff, and stakeholders to provide technical support for onsite and remote end users. The role is an onsite opportunity in El Paso, with occasional travel as needed. It is full-time, with hours that may vary according to operational needs; support may include different shifts, evenings, and weekends in a 24/7/365 operation. Employment conditions include completing a culture and competency testing process and a drug test; being at least 21 years of age; holding a valid U.S. driver’s license; and having the ability to obtain Tier 4 Public Trust Clearance. Applicants may be subject to a government background investigation and may need to meet eligibility requirements for access to classified information. Applicants must be a U.S. citizen or permanent resident and satisfy the residency requirement of three consecutive years in the last five years.
Requirements
- High school diploma.
- One to three years of technical helpdesk experience.
- At least one entry-level technical certification, such as CompTIA A+, Network+, Security+, or Microsoft MCP.
- 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 and Microsoft Office 365 cloud apps and services, including Microsoft Teams, OneDrive, and SharePoint.
- Excellent verbal and written communication skills.
- Strong customer-service skills and the ability to work with users to resolve technical issues.
- Problem-solving skills, including the ability to identify problems, develop solutions, work under pressure, and prioritize tasks effectively.
- Ability to work as part of a team and handle a fast-paced environment.
- Strong computer skills in Microsoft Office, including Excel, Word, and Teams.
- Ability to type 45 words per minute.
- Must be at least 21 years of age.
- Valid U.S. driver’s license.
- Ability to obtain Tier 4 Public Trust Clearance.
- Must be a U.S. citizen or permanent resident.
- Residency requirement: three consecutive years in the last five years.
- Must complete a culture and competency testing process and a drug test.
- Ability to lift and carry IT equipment weighing 50 pounds.
- Mobility to attend meetings with managers and employees.
- Ability to write, type, and use a telephone system.
Nice To Haves
- Bachelor’s degree in Information Technology or a similar field.
- Two or more technical certifications.
Responsibilities
- Perform onsite software and hardware troubleshooting, upgrades, installation, and configuration.
- Follow Standard Operating Procedures to resolve trouble and service-request tickets and carry out system administration tasks.
- Update Standard Operating Procedures as needed and add knowledge-base 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 and Azure AD.
- Manage user mailboxes in Microsoft Exchange Online.
- Coordinate IT equipment provisioning, shipping, and retrieval.
- Track and manage IT assets for the contract.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
