Desktop Support Technician

Role: Desktop Support Technician

Location: Santa Fe, NM (Onsite)

Duration: 12+ month

Seeking an experienced Desktop Support Technician to support a State of New Mexico agency based in Santa Fe, NM. This is a hands-on, client-facing role embedded directly within a state government IT environment, where you'll serve as the frontline technical resource keeping end users productive and systems running smoothly. If you thrive in a structured support environment, take pride in resolving issues efficiently, and enjoy building trust with the people you support - this role is built for you.

What You'll Be Doing

• In this role, you'll own the end-user support experience from first contact to resolution. You'll respond to helpdesk tickets across multiple channels - in person, by phone, email, and remote tools - diagnosing and resolving issues with desktops, laptops, software, and peripherals in a Microsoft-based enterprise environment.
• You'll manage the full ticket lifecycle within a service management platform, ensuring every issue is properly documented, escalated when necessary, and resolved in alignment with established service-level expectations. Your structured troubleshooting approach will help you identify root causes quickly and implement lasting solutions rather than temporary fixes.
• Beyond break/fix support, you'll collaborate with internal teams and external vendor contacts to resolve complex hardware and software issues, and you'll ensure desktop systems integrate seamlessly with enterprise tools including file servers, Microsoft 365, Teams, Outlook, and business-critical applications. You'll also contribute to the team's knowledge base by documenting incidents, resolutions, and system changes - helping build institutional knowledge that benefits the entire support organization.

Qualifications

Required Technical Experience

To be successful in this role, candidates must demonstrate 3 to 5 years of professional experience across the following core technical areas:

Desktop & End-User Support

• Proven experience supporting desktop and laptop environments, including hardware break/fix, OS-level troubleshooting, software installation and configuration, and peripheral support. You should be comfortable supporting both technical and non-technical users with patience and professionalism.

Microsoft Environment Proficiency

• Demonstrated experience supporting Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and Active Directory. You should be able to manage user accounts, troubleshoot authentication issues, and support enterprise application connectivity without escalating routine tasks.

Ticketing & Service Management

• Hands-on experience working within a formal ticketing platform - ServiceNow or a comparable ITSM tool - including ticket creation, updates, escalation, and closure in compliance with SLA requirements. You understand what "ticket hygiene" means and why it matters.

Networking & Connectivity Fundamentals

• Working knowledge of basic networking concepts sufficient to diagnose and resolve common connectivity issues at the desktop level, including LAN/Wi-Fi troubleshooting, VPN support, and printer/peripheral connectivity.

Communication & Customer Service

• Strong interpersonal and written communication skills are essential. You'll regularly interface with state agency staff at all levels, and your ability to translate technical issues into plain language is just as important as your ability to fix them.

Preferred Qualifications

Candidates who bring the following will stand out during the selection process:

• Experience with basic scripting languages such as PowerShell, PERL, or Shell scripting for automating routine desktop support tasks or performing bulk administrative actions is a meaningful differentiator for this role.
• Prior experience supporting a state or local government IT environment is also a plus, as familiarity with the pace, compliance expectations, and user base of public-sector agencies will shorten your ramp-up time considerably.