Help Desk / Field Service Technician

Tech9; El Paso (TX); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a dynamic Managed Services Provider as a Help Desk / Field Service Technician in El Paso! This full-time role involves resolving endpoint issues, providing exceptional client support, and traveling to client sites for on-site services. You will be responsible for installing, maintaining, and repairing various technologies while ensuring optimal functionality for end-users. If you have a client-oriented approach and a knack for problem-solving, this is the perfect opportunity for you to grow your career in a fast-paced environment. Enjoy performance-based bonuses, medical insurance, and a generous PTO plan while making a significant impact on client satisfaction.

Benefits

Performance-based bonuses

Medical insurance

Health savings account (HSA)

401(k) with company match

Generous PTO plan

Qualifications

• Minimum 2 years of IT experience and ability to meet technical certifications.
• Experience with hardware, software, networking, and client/server applications.

Responsibilities

• Troubleshoot and resolve endpoint issues on various devices.
• Install, maintain, and repair equipment while providing technical training.

Skills

Client-oriented approach

Analytical thinking

Problem-solving abilities

Excellent communication

Self-motivation

Education

Associate degree in relevant field

Tools

Windows operating systems

Office 365

Active Directory

VoIP systems

Job description

Minimum Requirements

Minimum 2 years of professional IT experience required.

Overview

Makios Technology is a dynamic, fast-growing Managed Services Provider (MSP) with offices in El Paso, TX, and Dallas-Fort Worth. With an established client base built over 18 years, we are seeking a skilled Help Desk / Field Service Technician to join our El Paso-based team. This position involves resolving endpoint issues, providing exceptional client support, and traveling to client sites as needed to deliver on-site services.

Job Summary:

Technicians respond to client requests, providing technical service and maintenance support both remotely and onsite at client locations. They are responsible for installing, maintaining, and repairing equipment while offering technical training when necessary. The role involves working with a variety of technologies, including hardware, software, networking, and client/server applications, to ensure optimal functionality for end-users.

Traveling to client locations is required, performing equipment installations, troubleshooting hardware and software issues, responding to service requests, and delivering technical training as needed. This includes tasks such as configuring and managing workstations, peripherals, and network connectivity, as well as maintaining and supporting email clients, printers, and domain-connected systems.

This role requires a minimum of two years of professional technical experience and the ability to meet minimum technical certifications upon hire or within 45 days.

Key Responsibilities

1. Troubleshoot and resolve endpoint issues on workstations, laptops, thin clients, mobile devices, and peripherals.
2. Perform bench repairs involving hardware and software.
3. Resolve issues with Office 365/Microsoft 365, VoIP systems, and email (POP/IMAP/Exchange).
4. Install, configure, and update Windows operating systems, software applications, and drivers.
5. Maintain and troubleshoot network connectivity for workstations and wireless networks.
6. Document issues and solutions systematically and follow established procedures.
7. Test, recycle, and store older hardware.
8. Wipe old computers and ensure data security before disposal.
9. Diagnose and troubleshoot network issues (physical and logical) on client systems.
10. Travel to client sites to install, maintain, and repair equipment, including computers, cabling, and network devices.
11. Respond to client callouts, execute on-site installations, and provide technical training as needed.
12. Terminate Ethernet cabling and ensure compliance with industry standards.
13. Work independently and adapt to changing schedules and priorities.
14. Perform endpoint updates and patch management.
15. Pickup/deliver equipment to clients.
16. Setup local printers.
17. Provide high-quality customer service and professional communication.
18. Enter time entries and notes on tickets/projects in a timely manner.
19. Check schedule for service calls assigned and prioritize calls based on criticality.
20. Verify that all information and tools required for service call(s) are available.
21. Check email.
22. Ensure all service calls and to-dos are completed before leaving at the end of the day.

General Required Skills

1. Strong professionalism and client-oriented approach.
2. Excellent verbal and written communication.
3. Analytical thinking and problem-solving abilities.
4. Positive team attitude, self-motivation, and the ability to work under pressure.
5. Capability to document work and follow procedures.
6. Ability to assist higher-level technicians as needed.

Required Certifications and Skills

1. Ability to install and configure Windows operating systems (Windows 7 or newer).
2. Experience installing drivers, peripherals, and software applications.
3. Familiarity with network communication for workstations and wireless networks.
4. Experience troubleshooting email issues and software problems.
5. Ability to join systems to Windows domains and manage local/network printers.
6. Proficiency in Active Directory, Exchange, and Office 365 mailbox management is a plus.

This full-time position operates in both professional office and field environments. You will routinely use standard office equipment such as computers, phones, and photocopiers. Availability for emergency overtime, including before and after standard work hours, is required.

Physical Demands

Walk, kneel, squat, stoop, be in tight areas, carry, lift, push, pull items weighing 10 – 50 lbs or more.

Education

Technicians are expected to hold an associate degree in a relevant field from an accredited institution. Preferred schools include Western Tech, Southwest University, UTEP or EPCC.

Experience

Minimum of 2 years of recent experience as a Help Desk and Field Technician or in a similar role required.

Performance-based bonuses, medical insurance and health savings account (HSA), 401(k) with company match, and a generous PTO plan are included.

Additional Information

This is NOT a work-from-home position. This role is based out of our El Paso, TX office and requires on-site client visits.