Help Desk Engineer

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:

• Bachelor's (Required)

Experience:

• IT Engineering: 4 years (Required)

Language:

• Spanish (Required)

Ability to Commute:

• El Paso, TX 79905 (Required)

Work Location: In person