CEM – Desktop Support Technician

Overview

Pay Range: 19.00 – 22.00/hr

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. This role is an on-site position and requires work from the office at 11301 Montana Ave, El Paso, TX 79936.

• 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; the role may require working nights and weekends to meet business needs.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems to the appropriately experienced technician when required.
• Record, track, and document the help desk request problem-solving process, including all decisions and actions through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources 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 asked questions lists for end users.
• Assist end users with familiarity with the corporate Intune/autopilot process.

High School Diploma

2+ years computer-related experience

• 2+ years computer-related experience
• CompTIA A+ or CompTIA Security+ is 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 onboarding/offboarding processes
• Must be local to El Paso

• Bachelor’s degree in information technology, Computer Science, or a 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 the ability to work collaboratively with various departments
• Detail-oriented with excellent organizational skills and the ability to manage multiple tasks simultaneously

No supervisory responsibilities

TA, HR, Onboarding Team

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.

Seated at a computer, troubleshooting issues, and may occasionally lift or move equipment. Some light walking, bending, or reaching may be required.

Loyal Source is an Orlando-based workforce solutions provider dedicated to delivering elite services worldwide. Loyal Source is a military-friendly employer and a partner of the Military Spouse Employment Partnership program. Loyal Source does not discriminate in employment on the basis of 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, or other non-merit factors.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation by contacting HR. You can also request accommodations by contacting a telecommunications relay service by dialing 711 for direct access and assistance. This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination and require affirmative action by covered prime contractors.