Desktop Support Technician

JOB SUMMARY

On-Site Santa Fe, NM. Responds to help desk tickets and works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

This position will be on-site in Santa Fe, NM and provide desktop support to end users, ensuring reliable operation, maintenance, and connectivity of desktop systems within a Microsoft-based environment.

Key Responsibilities

•             Perform PC and laptop break/fix support, including hardware and software installation, configuration, and troubleshooting.

•             Provide end-user support via in-person, phone, email, and remote tools; respond to and resolve helpdesk tickets in a timely manner.

•             Manage the full ticket lifecycle within a service management system, including ticket creation, updates, resolution, and escalation in accordance with SLAs.

•             Diagnose and resolve technical issues through structured troubleshooting (analyze, identify root cause, implement solutions).

•             Support internal teams and collaborate with vendor support to resolve hardware and software issues.

•             Ensure desktop systems integrate seamlessly with enterprise infrastructure, including file servers, email systems, conferencing tools, and business applications.

•             Maintain accurate documentation of incidents, resolutions, and system changes; contribute to knowledge base articles.

•             Prioritize and manage multiple tickets simultaneously based on urgency and business impact.

Required Qualifications

•             Hands-on experience supporting desktop environments, including hardware, operating systems, and standard applications.

•             Strong troubleshooting skills across hardware, software, and basic networking issues.

•             Experience working in a ticketing/service management platform (e.g., ServiceNow or similar).

•             Experience supporting a Microsoft environment, including Windows OS, Microsoft 365, Outlook, Teams, and Active Directory.

•             Strong customer service and communication skills, with the ability to support both technical and non-technical users.

•             Ability to prioritize tasks, multitask, and perform effectively in a fast-paced support environment.

Preferred Qualifications

•             Familiarity with basic scripting (e.g., PowerShell, PERL, or Shell) is a plus.

Work Environment

•             On-Site – Santa Fe, NM.

•             Full-time, 40 hours.

•             No remote option available.