Help Desk Support Technician

Title

Helpdesk Support Technician

El Paso, TX

Minimal/As needed

We are seeking a highly organized and detail-oriented IT Helpdesk Technician to join our team. As a IT Helpdesk Technician, you will be responsible for managing tickets, providing resolutions, and keeping the knowledge base up to date. You will work closely with the IT staff and management, other workers/staff or stakeholders as applicable to provide technical support for remote end users.

• Perform remote assistance for software/hardware troubleshooting, upgrade, installation, 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

• 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, One Drive, and Share Point
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills, interacting with users of varied technical expertise
• Customer Service
  
  Skills:
  
  Strong customer service, ability to work well with users to resolve technical issues
• Problem-solving
  
  Skills:
  
  Identify problems and develop creative solutions; work well under pressure and prioritize tasks effectively
• Team oriented, able to handle a fast‑paced environment, strong computer skills in MS Office including Excel, Word, and Teams
• Ability to type 45 words per minute

This is an onsite opportunity in El Paso, TX or Houston, TX.

This 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.

• Complete a rigorous culture and competency testing process
• Complete a drug test
• Must be at least 21 years of age
• A valid U.S. driver’s license
• Have the ability to obtain a Public Trust Clearance

• 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
• Residency requirement: 3 cumulative years in the last 5 years

• Must be able to lift and carry IT equipment weighing 50 pounds
• Standing/Walking/Mobility:
  Must have mobility to attend meetings 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

Providencia 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.