IT Helpdesk Technician

Providencia; El Paso (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

The Providencia Group in El Paso seeks an IT Helpdesk Technician to provide onsite and remote end-user support, manage tickets, troubleshoot software and hardware, and keep the knowledge base up to date.

You will work with IT staff to support staff across systems, enforce SOPs, and assist with AD/Azure and Exchange Online tasks. 24/7/365 operations may require varying shifts, including evenings and weekends.

Qualifications

• 1–3 years of technical helpdesk experience.
• High School diploma required; Bachelor’s preferred.
• Certifications: CompTIA A+/Network+ or MCP; two+ preferred.
• Solid Windows 10 and Office 365 knowledge (Teams, OneDrive, SharePoint).
• Strong communication and customer service abilities.

Responsibilities

• Perform onsite assistance for software/hardware troubleshooting, upgrade, installation, and configuration.
• Follow SOPs to resolve tickets and carry out system administration tasks.
• Update SOPs and add knowledgebase entries.
• Escalate issues to System Administrators and Engineers as needed.
• Provide IT orientation to new staff as necessary.
• Manage user accounts in AD/Azure; mailboxes in Exchange Online.
• Coordinate IT equipment provisioning, shipping, and retrieval.
• IT asset tracking and management for the contract.
• Perform other duties as assigned.

Skills

Helpdesk experience

Customer service

Communication skills

Windows 10

Office 365

AD/Azure AD

Exchange Online

SOP adherence

Troubleshooting

Education

High School diploma

Bachelor’s degree in Information Technology

Tools

Active Directory/Azure AD

Exchange Online

Microsoft Teams

SharePoint

OneDrive

Job description

TITLE: IT Helpdesk TechnicianLOCATION: El PasoTRAVEL: Minimal/As neededAbout UsThe Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.About The TeamWe are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.What you’ll be part of – TPG CultureAt TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.About the RoleWe are seeking a highly organized and detail-oriented IT Helpdesk Technician to join our team. As an IT Helpdesk Technician, you will be responsible for managing tickets, providing resolutions, and keeping the knowledge base up to date.What You’ll DoYou will work closely with the IT staff and management, other workers/staff or stakeholders as applicable to provide technical support for onsite and remote end users.Responsibilities include, but are not limited to:Perform onsite assistance for software\\hardware troubleshooting, upgrade, installation, and configurationFollow Standard Operating Procedure (SOP) to resolve various trouble/request tickets and carry out system administration tasksUpdate SOPs as needed and add knowledgebase entriesEscalate and communicate reported issues to System Administrators and Engineers as neededProvide a brief IT orientation to new staff as necessaryManage user accounts in Microsoft Active Directory/Azure ADManage user mailboxes in Microsoft Exchange OnlineCoordinate IT equipment provisioning, shipping, and retrievalIT asset tracking and management for the contractPerform other duties as assignedMinimum Qualifications & SkillsHigh School diploma is required; Bachelor’s degree in Information Technology or similar field is preferred1-3 Years of technical helpdesk experience is requiredAt least one entry level technical certification such as CompTIA A+, Network+, Security+ or Microsoft MCP required. Two or more certifications preferredExperience providing software, hardware, network, and computer user supportWorking knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access practicesWorking knowledge of Microsoft Windows 10, Microsoft Office 365 cloud apps and services to include but not limited to Microsoft Teams, OneDrive, and SharePointCommunication Skills: You should have excellent verbal and written communication skills, as you will be interacting with users who may have varying levels of technical expertise.Customer Service Skills: You should have strong customer service skills and be able to work well with users to resolve their technical issues.Problem-solving Skills: You should be able to identify problems and develop creative solutions to resolve them. You should also be able to work well under pressure and prioritize tasks effectively.Team orientedBe able to handle a fast-paced environmentMust possess strong computer skills in MS Office, including Excel, Word, & TeamsAbility to type 45 wpmWork EnvironmentThis is an onsite opportunity in El Paso where occasional travel could be required.Work ScheduleThis is a full-time position, but hours could vary depending on needs. May include travel, evenings, and weekends to meet different time zones and projects. This is a 24/7/365 operation and requires support in different shifts.Condition of employment:Complete a rigorous culture and competency testing processComplete a Drug TestMust be at least 21 years of ageA valid US Driver’s licenseHave the ability to obtain Tier 4 Public Trust ClearanceSecurity Clearance Requirements:Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.Must be a U.S Citizen or Permanent ResidentResidency requirement - 3 consecutive years in the last 5 years.Physical DemandsMust be able to lift and carry IT equipment weighing 50 poundsStanding/Walking/Mobility: Must have mobility to attend meeting with other managers and employees.Climbing/Stooping/Kneeling: 10% of the time.Lifting/Pulling/Pushing: 10% of the time.Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.Sitting: Sitting for prolonged and extended periods of time.For more information about the company please visit our website at https://www.theprovidenciagroup.comProvidencia 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.If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to [e-mail]