Abrar Admin

Lodging by Liberty DBA Charter Furniture

Job Title: Help Desk Engineer Department: IT Reports To: IT Manager Location: Onsite EPDCPosition SummaryThe 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 &mdash; 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 &amp; Escalation<ul><li>Provide first-, second-, and third-level technical support to onsite and remote users in both English and Spanish</li><li>Serve as the escalation point for complex or critical issues that exceed frontline support capabilities</li><li>Respond to, prioritize, troubleshoot, and resolve support requests via ticketing system, phone, email, chat, and in-person</li><li>Maintain proactive communication with end users and set clear resolution expectations</li><li>Be available 24/7 on call for after-hours, weekend, and emergency support situations</li></ul>Endpoint &amp; Account Administration<ul><li>Provision and manage user accounts across Active Directory, Microsoft 365, and enterprise applications</li><li>Configure and deploy workstations, laptops (Windows and Mac), mobile devices, and peripherals</li><li>Lead OS imaging, deployment strategies, and device lifecycle management programs</li><li>Administer email environments including mailbox management, mail flow rules, and non-delivery diagnostics</li></ul>Systems, Security &amp; Infrastructure<ul><li>Monitor, investigate, and respond to system alerts including disk capacity, malware events, patch failures, and performance degradation</li><li>Lead malware remediation efforts and manage endpoint security tooling</li><li>Troubleshoot and maintain antivirus agents, patch management pipelines, and system processes</li><li>Support network connectivity including printing, Wi-Fi, IP telephony, DHCP, DNS, and VPN</li><li>Assist with server-level troubleshooting and basic infrastructure support in coordination with senior IT staff</li></ul>Engineering, Projects &amp; Continuous Improvement<ul><li>Lead and contribute system upgrades, office technology rollouts, and infrastructure improvements</li><li>Develop and maintain knowledge base documentation, SOPs, and internal IT procedures</li><li>Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system reliability</li></ul>Experience<ul><li>Bachelor&rsquo;s Degree</li><li>4&ndash;6 years of experience in Help Desk, Desktop Support, or IT Engineering roles with progressive responsibility</li><li>Bilingual proficiency in English and Spanish (spoken and written) &mdash; required</li><li>AI-literate and comfortable leveraging AI-enabled tools to improve troubleshooting efficiency, documentation quality, and service delivery</li><li>Experience supporting Windows and macOS in a domain environment</li><li>Strong working knowledge of Active Directory, Microsoft 365, Exchange Online, DNS, and Group Policy</li><li>Solid understanding of networking fundamentals (DHCP, Wi-Fi, DNS, RADIUS, TCP/IP, VPN)</li><li>Proven experience with endpoint imaging, device deployment, and lifecycle management</li><li>Ability to manage multiple concurrent priorities and perform under pressure</li><li>Excellent customer service, communication, and documentation skills</li><li>Must be available for 24/7 on-call rotation, including nights, weekends, and holidays</li></ul>Technical Skills<ul><li>&middot; CompTIA A+, Network+, Security+, or Microsoft certifications (MCP, MCSA, or equivalent)</li><li>&middot; Experience supporting video conferencing, AV systems, and collaboration technology</li><li>&middot; Hands-on experience with endpoint management platforms (Intune, JAMF, Kandji, SCCM, etc.)</li><li>&middot; Exposure to server administration, virtualization, or cloud environments (Azure, AWS)</li></ul>Pay: $75,000.00 - $80,000.00 per yearBenefits:<ul><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>Are you available for a 24/7 on-call rotation, including nights, weekends, and holidays?</li><li>Do you have a solid understanding of networking fundamentals (DHCP, Wi-Fi, DNS, RADIUS, TCP/IP, VPN)?</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>IT Engineering: 4 years (Required)</li></ul>Language:<ul><li>Spanish (Required)</li></ul>Ability to Commute:<ul><li>El Paso, TX 79905 (Required)</li></ul>Work Location: In person

Help Desk Engineer

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Help Desk Engineer