Desktop Support Technician

Desktop Support Technician

Location:

11301 Montana Ave, El Paso, TX 79936. On-site role.

Desktop Support provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Desktop Support must have a passion for helping people and solving problems.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Maintain par levels for IT equipment and supplies and notify Director when ordering is needed.
• Demonstrate flexibility with scheduling; may require working nights and weekends.
• Field incoming help requests from end users via telephone and e‑mail in a courteous manner.
• Document all pertinent end user identification information.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems;
  Escalate problems to the appropriately experienced technician.
• Record, track, and document the help desk request problem‑solving process.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQs on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Perform post‑resolution follow‑ups to help requests.
• Develop help sheets and frequently‑ask‑questions lists for end users.
• Assist end users with familiarity with corporate Intune/autopilot process.

• High School Diploma
• 2+ year computer related experience

• 2+ year computer related experience
• CompTIA A+ or CompTIA’s Security+ are a plus
• Experience with ticketing systems (e.g., Service Now, ZoHo)
• Knowledge of IT security best practices related to access management
• Familiarity with HR systems for integration with onboarding/offboarding processes
• Must be local to El Paso

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent experience
• 1+ years of experience in IT onboarding, user access management, or a similar role
• Proficiency in Active Directory, identity management tools, and user access management systems
• Experience with onboarding/offboarding processes in cloud environments (e.g., Azure, AWS) is a plus
• Strong communication skills and ability to work collaboratively with various departments
• Detail‑oriented with excellent organizational skills and ability to manage multiple tasks simultaneously

Entry level

Full‑time

Information Technology;
Hospitals and Health Care

The Prime Contract requires employees to be United States citizens or legally authorized to work in the United States. Subcontractor shall utilize the E[1]verify system in accordance with FAR 52.222‑54 to verify employment eligibility. Loyal Source does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non‑merit factors.

The role is based in a typical office environment, involving desk work, computer use, and meetings. Collaboration with teams such as Talent Acquisition, Human Resources, and the Onboarding Team is frequent. Physical demands include seated work at a computer and occasional light walking, bending, or reaching.