Onsite IT Helpdesk Technician — Rapid-Response Support

MVM, Inc.; El Paso (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

The Providencia Group is seeking an organized IT Helpdesk Technician to join our El Paso team. You will manage tickets, provide resolutions, and keep the knowledge base up to date for onsite and remote end users.

Responsibilities include software/hardware troubleshooting, following SOPs, managing Active Directory/Azure AD and Exchange Online, and assisting new staff. A strong customer service mindset and ability to work in a fast-paced environment are essential.

Qualifications

• High School diploma is required.
• Bachelor’s degree in Information Technology or similar field is preferred 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.
• Two or more certifications preferred
• 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
• Communication 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.
• Be able to work well under pressure and prioritize tasks effectively.
• 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.

Responsibilities

• Provide technical support for onsite and remote end users.
• Perform onsite software/hardware troubleshooting, upgrades, installations, 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.

Skills

Communication skills

Customer service

Problem solving

Team oriented

Work under pressure

MS Office proficiency

Typing speed 45 wpm

Onsite/remote support

IT ticketing experience

Education

High School diploma

Bachelor’s degree in Information Technology

CompTIA A+ / Network+ / Security+ or MCP

Two or more certifications preferred

Tools

Active Directory / Azure AD

Exchange Online

IT ticketing systems

Job description

The Providencia Group is seeking an organized IT Helpdesk Technician to join our El Paso team. You will manage tickets, provide resolutions, and keep the knowledge base up to date for onsite and remote end users.

Responsibilities include software/hardware troubleshooting, following SOPs, managing Active Directory/Azure AD and Exchange Online, and assisting new staff. A strong customer service mindset and ability to work in a fast-paced environment are essential.