Desktop Support

ATC; Santa Fe (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

ATC in Santa Fe, NM, is seeking an on-site Desktop Support Specialist to ensure reliable operation of desktop systems within a Microsoft-based environment.

You will install and repair PCs, respond to helpdesk tickets across in-person, phone, email, and remote tools, and manage ticket lifecycles per SLAs. Collaboration with IT teams and vendors is expected, with thorough documentation of incidents.

Qualifications

• Hands-on desktop support experience across hardware and software.
• Proficient in Windows OS, Microsoft 365 apps, Outlook, and Teams.
• Experience with ticketing systems (e.g., ServiceNow).
• Strong customer service and communication skills.
• Ability to manage multiple tickets under SLA.

Responsibilities

• Provide on-site desktop support in Santa Fe, NM.
• Install, configure, and troubleshoot PCs and laptops.
• Respond to helpdesk tickets via in-person, phone, email, or remote tools.
• Manage ticket lifecycle and escalations per SLAs.
• Collaborate with internal teams and vendor support.
• Document incidents and resolutions; contribute to knowledge base.
• Prioritize and multitask in a fast-paced environment.

Skills

Desktop support

End-user support

Windows OS

Microsoft 365

Outlook

Teams

Active Directory

PowerShell basics

Ticketing systems

Customer service

Tools

ServiceNow

Job description

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