IT Helpdesk Technician
The IT Helpdesk Technician at Confidential Client provides technical support to onsite and remote end users by managing tickets, troubleshooting software and hardware issues, and maintaining system configurations. This role involves user account management, IT asset tracking, and updating knowledge bases while collaborating closely with IT staff to ensure efficient resolution of technical problems in a fast-paced, 24/7 operational environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
About the Role
The confidential client is hiring an IT Helpdesk Technician in El Paso, TX to provide first‑line technical support for onsite and remote users. This role focuses on ticket management, troubleshooting hardware and software issues, supporting Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint), and maintaining the knowledge base and SOPs.
What You’ll Do
- Provide Tier‑1 technical support to end users both onsite and remotely.
- Troubleshoot, install, upgrade, and configure hardware and software.
- Manage and resolve trouble/request tickets per Standard Operating Procedures (SOPs).
- Create and update SOPs and knowledge‑base articles.
- Escalate complex issues to system administrators and engineers as required.
- Onboard new hires with brief IT orientation and account setup.
- Manage user accounts in Microsoft Active Directory / Azure AD.
- Administer user mailboxes in Microsoft Exchange Online.
- Coordinate IT equipment provisioning, shipping, and retrieval.
- Track and manage IT assets for the contract.
- Perform other duties as assigned.
Minimum Qualifications & Skills
- High school diploma required; Bachelor’s degree in Information Technology or related field preferred.
- 1–3 years technical helpdesk or desktop support experience.
- At least one entry‑level technical certification required (CompTIA A+, Network+, Security+, or Microsoft MCP); additional certifications preferred.
- Experience supporting Windows 10, Microsoft Office 365 apps and services (Teams, OneDrive, SharePoint).
- Practical knowledge of Ethernet, TCP/IP, network cabling, wireless technologies, and remote access tools.
- Experience with Active Directory / Azure AD account management and Exchange Online mailbox administration.
- Strong verbal and written communication skills; customer‑service oriented.
- Good problem‑solving skills, able to work under pressure and prioritize.
- Able to work in a team and in a fast‑paced environment.
- Proficient with MS Office (Excel, Word, Teams).
- Typing speed: 45 WPM.
- Must be able to lift and carry IT equipment up to 50 lbs.
Work Environment & Schedule
- This is primarily an onsite opportunity in El Paso, TX. Occasional travel may be required.
- Full‑time role. Hours may vary and can include evenings, weekends, or support across time zones; the program operates on a 24/7/365 support model and may require shift coverage.
Conditions of Employment & Clearance
- Must be at least 21 years of age.
- Valid U.S. driver’s license required.
- Must be able to pass a drug test.
- Ability to obtain Tier 4 Public Trust clearance (or equivalent) required.
- Selected applicants will be subject to government background investigation and eligibility requirements for access to classified information.
- U.S. citizen or permanent resident required.
- Residency requirement: 3 consecutive years in the last 5 years.
Physical Demands
- Lift and carry IT equipment weighing up to 50 pounds.
- Standing/walking for meetings and onsite support.
- Occasional climbing/stooping/kneeling (approx. 10% of time).
- Fingering/grasping required for typing, phone and equipment use.
- Extended periods of sitting possible.
Why Apply / Benefits of the Role
- Hands‑on technical experience across Active Directory, Exchange Online, and Microsoft 365 services.
- Work with a mission‑driven confidential client and a multi‑disciplinary IT team.
- Opportunity to build knowledge‑base and SOPs, and expand technical certifications.
Keywords & Fit
This role is a strong fit for candidates with experience in helpdesk or desktop support, Active Directory/Azure AD administration, Exchange Online, CompTIA certifications, and strong customer service skills. Ideal keywords for search and matching: IT Helpdesk Technician, Helpdesk Support, IT Support Specialist, Active Directory, Exchange Online, CompTIA A+, El Paso TX.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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