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.
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