Desktop Support Specialist

Desktop SupportThis 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 ResponsibilitiesPerform PC and laptop break/fix support, including hardware and software installation, configuration, and troubleshootingProvide end-user support via in-person, phone, email, and remote tools; respond to and resolve helpdesk tickets in a timely mannerManage the full ticket lifecycle within a service management system, including ticket creation, updates, resolution, and escalation in accordance with SLAsDiagnose 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 issuesEnsure desktop systems integrate seamlessly with enterprise infrastructure, including file servers, email systems, conferencing tools, and business applicationsMaintain accurate documentation of incidents, resolutions, and system changes; contribute to knowledge base articlesPrioritize and manage multiple tickets simultaneously based on urgency and business impactRequired Skills & ExperienceHands-on experience supporting desktop environments, including hardware, operating systems, and standard applicationsStrong troubleshooting skills across hardware, software, and basic networking issuesExperience 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 DirectoryFamiliarity with basic scripting (e.g., PowerShell, PERL, or Shell) is a plusStrong customer service and communication skills, with the ability to support both technical and non-technical usersAbility to prioritize tasks, multitask, and perform effectively in a fast-paced support environmentIdeal Candidate1–2 years experience managing Verizon or similar cell phones through a vendor portal2 years experience with Windows desktop operating systems2 years experience in customer service assisting end users2 years experience with imaging Windows desktops/laptops2 years experience working with Microsoft Active Directory RICEFW Technologies