Help Desk Technician

Job DescriptionJob DescriptionPOSITION SUMMARYThe Help Desk Technician provides frontline technical support to end users for company-supported hardware, software, systems, and mobile devices. This role troubleshoots and resolves issues, escalates complex incidents as needed, and delivers responsive customer service while documenting all work through the help desk ticketing system. ESSENTIAL DUTIES AND RESPONSIBILITIESRespond to requests for technical assistance in person, via phone, email, chat, and/or ticketing system.Diagnose, troubleshoot, and resolve hardware, software, and basic network connectivity issues.Set up, configure, deploy, and support desktops, laptops, printers, and mobile devices (phones/tablets).Create, update, and manage user accounts, access, and permissions (email, collaboration tools, business applications, etc.).Install, maintain, and update operating systems, standard applications, security tools, and patches.Document all help desk interactions, troubleshooting steps, and resolutions in the ticketing system.Follow standard help desk procedures, prioritization guidelines, and service level expectations.Escalate unresolved or urgent issues to the appropriate internal teams or vendors and track through completion.Support onboarding/offboarding by provisioning equipment, resetting devices, and ensuring access is added/removed appropriately.Maintain and refresh equipment for reissue (reimaging, updates, asset tagging, and basic inventory tracking).Assist with administration of help desk/ticketing tools and knowledge base articles.Identify recurring issues and recommend process improvements to reduce downtime and repeat tickets.Help update training materials and provide basic end-user training as needed.Maintain consistent and dependable attendance and support business needs through schedule flexibility when required.Perform other duties as assigned.EXPERIENCE AND EDUCATIONHigh School Diploma or GED required; additional technical training or certifications are a plus.1–3 years of experience in a Help Desk, Service Desk, or technical support role (or equivalent combination of education and experience).Experience supporting Windows environments, common office applications, and end-user devices preferred.SKILLS AND ABILITIESStrong customer service mindset with professional written and verbal communication skills.Ability to troubleshoot issues logically and explain solutions in user-friendly terms.Working knowledge of Microsoft Office/365, email systems, and basic PC hardware/software support.Basic understanding of networking concepts (LAN/WAN, Wi-Fi, VPN, printers, connectivity).Experience with ticketing systems and documentation best practices.Organized, detail-oriented, and able to manage multiple tickets while meeting deadlines and milestones.Ability to work independently and collaborate effectively with cross-functional teams.Good judgment, discretion, and ability to handle confidential information appropriately.Ability to read and interpret instructions, safety rules, and procedure manuals in English.Ability to work schedule as assigned; regular and reliable attendance required.QUALIFICATION REQUIREMENTS: The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Sitting/Standing/walking approximately 8 hours/day, 5 days a week.Use of hands to finger, handle or feel objects, tools, or controls; and talk and hear.Specific vision abilities required by this job include close vision, particularly reading that may be very fine print.WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This role operates primarily in a professional office environment within Frontier Door and Cabinet's El Paso, TX facilities.SAFETY EQUIPMENT: Frontier Door and Cabinet’s Safety Program and all established safety rules must be followed, and equipment used where required. Benefits:Health insuranceVision insuranceDental insurance401(k)Employee assistance programFlexible spending accountLife insurancePaid time off