Helpdesk Technician; MSP

# Helpdesk Technician (MSP)
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El Paso, TX Department

Technical Services Team Job Type Full-Time Compensation $15.00 - $17.00 per hour (USD)
Experience Minimum two years of professional technical support experience in a business environment## What This Role Is All About## #### Overview & Expectations#### We are a fast paced Managed Services Provider supporting businesses that rely on their technology working properly every day. When something breaks or slows down, our Helpdesk Technician is often the first person the client interacts with.

This is a Tier 1 position focused on structured troubleshooting, professional communication, and consistent execution.

Less than 10 percent of our tickets are password resets. The majority require real troubleshooting across workstations, printers, Microsoft 365, and endpoint related systems. Most support is handled remotely with minimal onsite work for standard tickets.

This role is not a classroom environment. You will receive basic guidance on how our systems and processes work. From there, you will learn by handling real tickets inside a structured system with clear standards and accountability. We do not run ongoing weekly training sessions.

You will collaborate closely with other technicians who are available to support you when needed. We want you to succeed. At the same time, you are expected to think, take ownership of issues, and grow through hands on experience.

This role is best suited for someone who values stability, clear expectations, and steady technical growth. If you prefer predictable structure, meaningful troubleshooting work, and long-term consistency, this is a strong fit.## What You'll Do## ####

Key Responsibilities & Tasks####
* Respond to client service requests and contact users directly to begin troubleshooting
* Assist with basic endpoint troubleshooting including printers, workstation issues, Microsoft 365 user issues, and minor network connectivity problems
* Identify when issues require escalation and route them appropriately
* Troubleshoot and manage endpoint antivirus through our centralized portal(s)
* Configure and support Microsoft 365 user accounts and email on workstations
* Navigate and manage tickets inside the PSA using defined status workflows such as Internal Review, Waiting Customer, and Submit for Review
* Document work clearly and accurately so tickets can be reviewed when escalated
* Obtain approval from authorized users and secure written time caps when required
* Communicate professionally with clients by phone and email at all times
* Manage multiple tickets while maintaining organization and follow through
* Occasionally assist with onsite endpoint equipment such as PCs, laptops, access points, and firewalls

This role is strictly focused on endpoint systems. Server access is not part of standard Tier 1 responsibilities unless specifically assigned.## What You'll Need## #### Experience, Skills, Certifications & Education####
* Minimum two years of professional technical support experience in a business environment
* Strong troubleshooting ability across hardware, software, and basic networking
* Working knowledge of Microsoft 365 setup and support
* Understanding of email protocols such as POP, IMAP, and Exchange
* Basic network troubleshooting skills including physical and logical connectivity
* Comfort working both remotely and onsite when required
* Clear and professional communication skills
* Ability to manage time effectively and move between tickets without losing focus
* Ability to follow established processes and ticket workflows exactly
* Strong documentation habits and attention to detail
* Comfort lifting equipment up to 50 lbs and working in field environments when needed
* Associate degree…