Desktop Support Technician

ITCO Solutions

Santa Fe, NM

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JOB DETAILS

SKILLS

Business Solutions, Communication Skills, Customer Support/Service, Desktop Administration, Desktop Environments, Desktop PC, Email Technology, Establish Priorities, File Server, Hardware Administration, Hardware Installation, Help Desk, Identify Issues, Knowledge Base, Laptop PC, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Operating Systems, Perl Programming Language, Problem Solving Skills, Root Cause Analysis, Scripting (Scripting Languages), Service Level Agreement (SLA), ServiceNow, Software Configuration Management, Software Installation, System Integration (SI), Technical Support, Testing, Time Management, Unix Shell Programming, Windows PowerShell

LOCATION

Santa Fe, NM

POSTED

1 day ago

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 Skills & Experience

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

The position is full-time, 40 hours on-site; no remote option available.

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About the Company

ITCO Solutions

COMPANY SIZE

100 to 499 employees

INDUSTRY

Computer Software