Desktop Support Engineer

ATC; Santa Fe (NM); On-site; USD 42,000 - 54,000; Full time

Job summary

ATC is seeking an on-site Desktop Support specialist in Santa Fe, NM to maintain reliable operation and connectivity of desktop systems within a Microsoft-based environment. You will handle PCs/laptops, tickets, and collaboration tools integration with enterprise infrastructure.

The role requires hands-on hardware/software support, strong troubleshooting, and customer-focused communication in a fast-paced environment. This is a full-time on-site position with no remote option.

Qualifications

• 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.

Responsibilities

• Provide end-user support via in-person, phone, email, and remote tools.
• 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.

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, no remote option available.