Tier 1 Help Desk Technician (HYBRID) - El Paso, TX

Position Title: Tier 1 Help Desk Technician
Job Type: Full-Time
Mode of Work: Hybrid (Employees required to work onsite at the Place of Performance a minimum of once a week, and/or at the direction of customer)
Place of Performance: 10767 Gateway West, El Paso, TX 79935
Required: Applicants must reside in the State of Texas

Are you passionate about providing exceptional IT support? Join SteerBridge, a dynamic and innovative company, and be a part of something bigger – supporting the Department of Veterans Affairs (VA) in delivering essential services to Veterans nationwide!

Why SteerBridge?

At SteerBridge, we are committed to delivering cutting-edge solutions to our clients, and that starts with empowering our people. As a Tier 1 Help Desk Technician, you will play a critical role in ensuring the seamless operation of the VA Enterprise Service Desk, supporting our nation's veterans by delivering first-class IT support.
 

What You’ll Do:

As a Tier 1 Help Desk Technician, you will be the first point of contact for end-users experiencing technical issues or needing assistance with IT services. You will:

• Monitor, track, and resolve incoming incidents, problems, and service requests, ensuring prompt resolution or escalation to the appropriate parties.
• Provide friendly, effective, and professional support, responding to inquiries via phone, email, and ticketing systems.
• Maintain accurate and detailed records of user interactions, ensuring each issue is followed through to resolution.
• Collaborate with Tier 2/3 support teams when necessary to escalate and resolve complex issues.
• Uphold customer service excellence, ensuring a positive user experience for VA employees and veterans seeking assistance.

Who You Are:

• A tech-savvy professional with a passion for problem-solving.
• Comfortable navigating ticketing systems and remote support tools.
• An effective communicator, able to explain technical solutions to both tech-savvy and non-technical users.
• Able to prioritize and manage multiple issues efficiently in a fast-paced environment.
• You thrive in a team-oriented environment but can work independently when needed.

Qualifications:

• 1-2 years of experience in a help desk or customer support role.
• Experience with ticketing systems and basic troubleshooting.
• Familiarity with Windows and Mac operating systems, as well as basic networking concepts.
• Strong communication skills – both written and verbal.
• Veterans and military spouses are encouraged to apply!

How to Apply:

If you're ready to take the next step in your IT career and make a meaningful impact, we’d love to hear from you. Apply today to join SteerBridge and help support the VA’s mission to serve our veterans.

SteerBridge Strategies is committed to equal employment opportunity and nondiscrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any characteristic protected under applicable law. SteerBridge Strategies will make reasonable accommodations for qualified individuals with known disabilities in accordance applicable law.