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Help Desk Engineer
Job
Brown Jordan
El Paso, TX (In Person)
$77,500 Salary, Full-Time
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Job Description
Help Desk Engineer Brown Jordan El Paso, TX Job Details Full-time $75,000 - $80,000 a year 21 hours ago Benefits Health savings account Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications Spanish Azure MCP Enterprise software English Microsoft Office AWS Bachelor's degree Computer management Video conferences (communication methods) CompTIA Security+ CompTIA A+
Intune Full Job Description 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)