Job Title: Help Desk Engineer
Department: IT
Reports To: IT Manager
Location: Onsite EPDC
Position Summary
The Help Desk Engineer serves as a senior technical resource responsible for end-user support, systems administration, and infrastructure troubleshooting across the organization. This role goes beyond traditional desk functions — the ideal candidate takes ownership of complex technical issues, drives process improvements, and serves as a key escalation point for the IT environment.
The Help Desk Engineer must be comfortable working in a fast-paced, multi-site environment and capable of communicating technical concepts clearly to both English- and Spanish-speaking users. This position requires 24/7 on-call availability to support business-critical systems and minimize downtime across all locations.
End-User Support & Escalation
- Provide first-, second-, and third-level technical support to onsite and remote users in both English and Spanish
- Serve as the escalation point for complex or critical issues that exceed frontline support capabilities
- Respond to, prioritize, troubleshoot, and resolve support requests via ticketing system, 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
Endpoint & Account Administration
- 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
Systems, Security & Infrastructure
- 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
Engineering, Projects & Continuous Improvement
- Lead and contribute 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 system reliability
Experience
- 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 leveraging 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
Technical Skills
- · CompTIA A+, Network+, Security+, or Microsoft certifications (MCP, MCSA, or equivalent)
- · Experience supporting video conferencing, AV systems, and collaboration technology
- · Hands-on experience with endpoint management platforms (Intune, JAMF, Kandji, SCCM, etc.)
- · Exposure to server administration, virtualization, or cloud environments (Azure, AWS)
Pay: $75,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- 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)?
Education:
Experience:
- IT Engineering: 4 years (Required)
Language:
Ability to Commute:
- El Paso, TX 79905 (Required)
Work Location: In person
