Desktop Support Technician

iTCO Solutions

Desktop Support Specialist

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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Vacancy posted 2 days ago

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