IT Helpdesk Technician

Providencia is hiring an IT Helpdesk Technician for an onsite role in El Paso, TX. This position supports both onsite and remote end users through ticket-based troubleshooting, system administration tasks, and timely resolutions. You will also help keep the team’s knowledge base current, coordinate equipment provisioning, and maintain accurate IT asset tracking across the contract.

Responsibilities

• Provide onsite assistance for software and hardware troubleshooting, upgrades, installation, and configuration
• Follow Standard Operating Procedures (SOP) to resolve trouble and request tickets and complete system administration tasks
• Update SOPs when needed and contribute knowledge base entries
• Escalate and communicate reported issues to System Administrators and Engineers as required
• Support new staff with a brief IT orientation when necessary
• Manage user accounts in Microsoft Active Directory and Azure AD
• Manage user mailboxes in Microsoft Exchange Online
• Coordinate IT equipment provisioning, shipping, and retrieval
• Maintain IT asset tracking and management for the contract
• Perform other duties as assigned

Requirements

• High School diploma required; Bachelor’s degree in Information Technology or similar field preferred
• 1-3 years of technical helpdesk experience required
• At least one entry-level certification: CompTIA A+, Network+, Security+ or Microsoft MCP required; two or more certifications preferred
• Experience supporting software, hardware, network, and computer end users
• Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access practices
• Working knowledge of Microsoft Windows 10 and Microsoft Office 365 cloud apps/services (including Microsoft Teams, OneDrive, and SharePoint)
• Excellent verbal and written communication skills for users with varying technical knowledge
• Strong customer service skills and ability to work effectively with end users
• Strong problem-solving skills, including prioritization and performance under pressure
• Team oriented and able to handle a fast-paced environment
• Strong computer skills in MS Office including Excel, Word, and Teams
• Ability to type 45 wpm

Schedule, Location, and Work Environment

• Onsite role in El Paso, TX
• Full-time, but hours may vary based on needs
• May include travel, evenings, and weekends to support different time zones and projects
• Support is required for a 24/7/365 operation with coverage across different shifts
• Travel is minimal/as needed

Condition of Employment and Security

• Complete a rigorous culture and competency testing process
• Complete a drug test
• Must be at least 21 years of age
• Hold a valid US Driver’s license
• Ability to obtain Tier 4 Public Trust Clearance

• Selected applicants are subject to a government background investigation and may need to meet eligibility requirements for access to classified information
• Must be a U.S. Citizen or Permanent Resident
• Residency requirement: 3 consecutive years in the last 5 years

Physical Demands

• Must be able to lift and carry IT equipment weighing 50 pounds
• Standing/Walking/Mobility required for meetings with other managers and employees
• Climbing/Stooping/Kneeling: 10% of the time
• Lifting/Pulling/Pushing: 10% of the time
• Fingering/Grasping/Feeling: able to write, type, and use a telephone system 100% of the time
• Sitting for prolonged and extended periods required