Job Description

IT Helpdesk Technician

LOCATION: El Paso

TRAVEL: Minimal/As needed

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

We are problem solvers working with leading agencies and organizations to help them address many of today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.

About the Role

We are seeking a highly organized and detail-oriented IT Helpdesk Technician to join our team. As an IT Helpdesk Technician, you will be responsible for managing tickets, providing resolutions, and keeping the knowledge base up to date.

What You'll Do

You will work closely with the IT staff and management, other workers/staff or stakeholders as applicable to provide technical support for onsite and remote end users.

Responsibilities include, but are not limited to:

• Perform onsite assistance for software/hardware troubleshooting, upgrade, installation, and configuration
• Follow Standard Operating Procedure (SOP) to resolve various trouble/request tickets and carry out system administration tasks
• Update SOPs as needed and add knowledgebase entries
• Escalate and communicate reported issues to System Administrators and Engineers as needed
• Provide a brief IT orientation to new staff as necessary
• Manage user accounts in Microsoft Active Directory/Azure AD
• Manage user mailboxes in Microsoft Exchange Online
• Coordinate IT equipment provisioning, shipping, and retrieval
• IT asset tracking and management for the contract
• Perform other duties as assigned

Minimum Qualifications & Skills

• High School diploma is required; Bachelor's degree in Information Technology or similar field is preferred
• 1-3 Years of technical helpdesk experience is required
• At least one entry level technical certification such as CompTIA A+, Network+, Security+ or Microsoft MCP required. Two or more certifications preferred
• Experience providing software, hardware, network, and computer user support
• Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access practices
• Working knowledge of Microsoft Windows 10, Microsoft Office 365 cloud apps and services to include but not limited to Microsoft Teams, OneDrive, and SharePoint
• Communication Skills: You should have excellent verbal and written communication skills, as you will be interacting with users who may have varying levels of technical expertise.
• Customer Service Skills: You should have strong customer service skills and be able to work well with users to resolve their technical issues.
• Problem-solving Skills: You should be able to identify problems and develop creative solutions to resolve them. You should also be able to work well under pressure and prioritize tasks effectively.
• Team oriented
• Be able to handle a fast-paced environment
• Must possess strong computer skills in MS Office, including Excel, Word, & Teams
• Ability to type 45 wpm

Work Environment

This is an onsite opportunity in El Paso where occasional travel could be required.

Work Schedule

This is a full-time position, but hours could vary depending on needs. May include travel, evenings, and weekends to meet different time zones and projects. This is a 24/7/365 operation and requires support in different shifts.

Condition of employment:

• Complete a rigorous culture and competency testing process
• Complete a Drug Test
• Must be at least 21 years of age
• A valid US Driver's license
• Have the ability to obtain Tier 4 Public Trust Clearance

Security Clearance Requirements:

• Applicants selected will be 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: Must have mobility to attend meeting with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

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