Desktop Support Specialist

This position is a Desktop Support Specialist; On-Site Santa Fe, NM. Provide Customer Support, respond to help desk tickets and works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Desktop Support

On-Site | Santa Fe, NM | Full-Time, Hours | No Remote Option

Position Summary

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

Ideal Candidate

1 2 years experience managing Verizon or similar cell phones through a vendor portal

2 years experience with Windows desktop operating systems

2 years experience in customer service assisting end users

2 years experience with imaging Windows desktops/laptops

2 years experience working with Microsoft Active Directory

Required/Desired Skills

Skill Required /Desired Amount of Experience
2 years experience working with Microsoft Active Directory	Required	2	Years
2 years experience with imaging Windows desktops/laptops	Required	2	Years
2 years experience in customer service assisting end users	Required	2	Years
1-2 years experience managing Verizon or similar cell phones through a vendor portal	Required	1	Years

Questions

No. Question

Question1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?

Question2

What is your candidate's email address?

Question3

Have you downloaded the Resume template, Cover Letter and completed / submitted the Right to Represent form,exactly as instructed? The forms are located at /nm/NM_E-RTR_Template_2026.docx /nm/CAI_NM_Candidate_Cover_Sheet_2026.docx /nm/NM_Resume_Template_2026.docx

Question4

Candidates submitted above the hourly Vendor of NA will not be considered. Do you agree to this requirement?

Question5

Does your candidate reside in Santa Fe, NM? And are they willing to work onsite 5 days a week? There is NO remote option for this role. Do you agree?