Tier 2 IT Helpdesk Technician for MSP

Excellent Networks Inc is hiring a full-time Tier 2 IT Helpdesk Technician for an on-site position in El Paso, TX. In this role, you will work with escalated support requests, help clients troubleshoot Microsoft 365 and Windows environments, and support small IT initiatives through to completion.

This is a hands-on position that also includes occasional work outside standard hours for emergency support and maintenance, plus client site visits for installations and direct troubleshooting.

What you’ll do

• Resolve escalated tickets from Level 1 technicians, including issues involving workstations, networks, and servers.
• Assist end users with Microsoft 365, including email and desktop support problems.
• Handle basic Windows Server administration, such as password resets, group management, and shared folder support.
• Support and troubleshoot firewalls, routers, and switches under guidance.
• Help with new PC deployments, printer setup, and installation of network equipment.
• Support small projects including Microsoft 365 migrations, network upgrades, and server replacements.
• Maintain accurate records by documenting work in the ticketing system and following established processes.
• Travel to client sites as needed for hands-on support and installations.

Requirements

• 2-3 years of IT support experience (MSP experience preferred but not required).
• Associate degree, IT certifications, or equivalent hands-on experience.
• Comfort supporting Windows desktops and laptops running Windows 10/11.
• Working knowledge of Active Directory, including application support, GPOs, shared folders, and permissions.
• Familiarity with networking fundamentals such as IP addressing, DNS, and DHCP.
• Knowledge of Microsoft 365 administration, including mailboxes, licensing, and basic troubleshooting.
• Willingness to learn firewall, switch, and virtualization basics.
• Friendly, professional communication, with strong organization and task prioritization.
• Good documentation habits and attention to detail.
• Desire to learn new technologies and grow with the company.

Technologies you’ll work with

• Microsoft 365
• Windows 10, Windows 11
• Windows Server
• Active Directory, GPO
• PowerShell
• VMware, Hyper-V

Benefits

• Health insurance reimbursement
• SEP IRA with company contribution
• Paid time off and holidays
• Annual company events and staff appreciation
• Training and career development opportunities
• Health insurance
• Professional development assistance
• Retirement plan

Work environment and logistics

• Full-time, on-site role in El Paso, TX, with work in an office and at client locations.
• Occasional after-hours work may be required for emergency support or maintenance.
• Ability to lift 10-50 lbs for hardware installations.

Nice-to-have

• CompTIA Network+, A+, or similar certifications
• Exposure to basic scripting (PowerShell)
• Experience with VMware, Hyper-V, or backup software

How to apply

Please apply via Indeed and also email your resume to [email protected] with the subject line: "I Pay Attention to Details". Applications without this exact subject line will not be considered.

Job type: Full-time, Permanent

Pay: $21.00 - $23.00 per hour