Help Desk Engineer

What Brown Jordan offers

Join Brown Jordan as a Help Desk Engineer in El Paso, TX, onsite, and become a key part of a team delivering end-user support, systems administration, and infrastructure troubleshooting across the organization. This senior role emphasizes ownership of complex issues, ongoing process improvements, and escalation leadership. The position requires 24/7 on-call availability across multiple sites and carries a competitive annual compensation range of USD 75,000–80,000. A Bachelor’s degree and 4–6 years of related experience are required.

Responsibilities

• Provide first-, second-, and third-level technical support to onsite and remote users in English and Spanish
• Serve as the escalation point for complex or critical issues that exceed frontline capabilities
• Respond to, prioritize, troubleshoot, and resolve requests via ticketing, phone, email, chat, and in-person
• Maintain proactive communication with end users and set clear resolution expectations
• Be available 24/7 on call for after-hours, weekend, and emergency support situations
• Provision and manage user accounts across Active Directory, Microsoft 365, and enterprise applications
• Configure and deploy workstations, laptops (Windows and Mac), mobile devices, and peripherals
• Lead OS imaging, deployment strategies, and device lifecycle management programs
• Administer email environments including mailbox management, mail flow rules, and non-delivery diagnostics
• Monitor, investigate, and respond to system alerts including disk capacity, malware events, patch failures, and performance degradation
• Lead malware remediation efforts and manage endpoint security tooling
• Troubleshoot and maintain antivirus agents, patch management pipelines, and system processes
• Support network connectivity including printing, Wi-Fi, IP telephony, DHCP, DNS, and VPN
• Assist with server-level troubleshooting and basic infrastructure support in coordination with senior IT staff
• Lead and contribute to system upgrades, office technology rollouts, and infrastructure improvements
• Develop and maintain knowledge base documentation, SOPs, and internal IT procedures
• Identify recurring issues and proactively implement solutions to reduce ticket volume and improve reliability

Requirements

• Bachelor’s Degree
• 4–6 years of experience in Help Desk, Desktop Support, or IT Engineering roles with progressive responsibility
• Bilingual proficiency in English and Spanish (spoken and written) — required
• AI-literate and comfortable using AI-enabled tools to improve troubleshooting efficiency, documentation quality, and service delivery
• Experience supporting Windows and macOS in a domain environment
• Strong working knowledge of Active Directory, Microsoft 365, Exchange Online, DNS, and Group Policy
• Solid understanding of networking fundamentals (DHCP, Wi-Fi, DNS, RADIUS, TCP/IP, VPN)
• Proven experience with endpoint imaging, device deployment, and lifecycle management
• Ability to manage multiple concurrent priorities and perform under pressure
• Excellent customer service, communication, and documentation skills
• Must be available for 24/7 on-call rotation, including nights, weekends, and holidays

Technologies

• Active Directory
• Microsoft 365
• Exchange Online
• DNS
• Group Policy
• Windows
• macOS
• Intune
• JAMF
• Kandji
• SCCM
• Azure
• AWS

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application questions

• Are you available for a 24/7 on-call rotation, including nights, weekends, and holidays?
• Do you have a solid understanding of networking fundamentals (DHCP, Wi-Fi, DNS, RADIUS, TCP/IP, VPN)?