Tier 2 IT Helpdesk Technician for MSP

Job Overview
Do you enjoy helping people, solving technical problems, and working with a variety of technologies? Excellent Networks Inc., a trusted Managed Service Provider serving El Paso businesses for over 18 years, is looking for a Tier 2 Helpdesk Technician to join our growing team.

This position offers a mix of remote troubleshooting, in-office support, and on-site visits. You’ll work on escalated tickets, assist with projects, and gain hands-on experience with servers, networks, and cloud environments — all while building your skills and career.

About Us

At Excellent Networks, we believe technology should work for people — not against them. Our team is collaborative, client-focused, and dedicated to doing things right the first time. We invest in training and mentorship so our technicians can grow and deliver top-notch support to local businesses.

What You'll Do

• Handle escalated tickets from Level 1 techs, including workstation, network, and server issues.
• Support users with Microsoft 365, email, and desktop problems.
• Perform basic Windows Server administration (password resets, group management, shared folders).
• Configure and troubleshoot firewalls, routers, and switches under guidance.
• Assist with new PC deployments, printer setups, and network equipment installations.
• Support small projects like Microsoft 365 migrations, network upgrades, or server replacements.
• Document work clearly in our ticketing system and follow established processes.
• Visit client sites for hands-on support and installations as needed.

What We're Looking For

• Experience: 2-3 years in IT support (MSP experience preferred but not required).
• Education: Associate degree, IT certifications, or equivalent hands-on experience.

Technical Skills:

• Comfortable supporting Windows desktops and laptops (Windows 10/11).
• Active Directory skills (Application support, GPO's, Shared Folders, Permissions)
• Familiar with networking concepts (IP addresses, DNS, DHCP).
• Knowledge of Microsoft 365 administration (mailboxes, licensing, basic troubleshooting).
• Willingness to learn firewall, switch, and virtualization basics.

Soft Skills:

• Friendly and professional communication style.
• Ability to stay organized and prioritize tasks.
• Desire to learn new technologies and grow with the company.
• Good documentation habits and attention to detail.

Nice-to-Have (Not Required)

• CompTIA Network+, A+, or similar certifications
• Experience with basic scripting (PowerShell)
• Exposure to VMware, Hyper-V, or backup software

Work Environment

This is a full-time, on-site role based in El Paso, TX. You will work in both an office setting and at client locations. Occasional after-hours work may be required for emergency support or maintenance. Must be able to lift 10-50 lbs. for hardware installs.

What We Offer

• Competitive pay with room to grow
• Health insurance reimbursement
• SEP IRA with company contribution
• Paid time off and holidays
• Annual company events and staff appreciation
• Training and career development opportunities

How to Apply

Please apply via Indeed but also send your resume to [email protected] with the subject line: "I Pay Attention to Details"

Applications without this exact subject line will not be considered - this is how we know you can follow instructions.

Job Types: Full-time, Permanent

Pay: $21.00 - $23.00 per hour

Benefits:

• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Work Location: In person