Desktop Support Technician

Summary

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. This is an on‑site role, requiring the Service Desk Engineer to work from the office at 11301 Montana Ave, El Paso, TX 79936.

Pay Range: $19.00 - $22.00/hr

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Maintain IT equipment and supply par levels and notify the Director when ordering is needed.
• Show flexibility with scheduling, including nights and weekends as required by business needs.
• Field incoming help requests from end users via telephone and e‑mail with courtesy.
• Document all pertinent end‑user identification information, including name, department, contact information, and nature of the 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 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 for help requests.
• Develop help sheets and FAQ lists for end users.
• Assist end users with familiarity with corporate Intune/Autopilot processes.

High School Diploma

2+ years computer‑related experience

• CompTIA A+ or CompTIA Security+ certifications 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 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.

Will this position have supervisory responsibilities? No

Talent Acquisition, Human Resources, 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 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, military service, or other non‑merit factor.