Desktop Support Technician

TALENT Software Services; New Mexico; On-site; USD 42,000 - 64,000; Full time

Job summary

TALENT Software Services in New Mexico is seeking a capable Desktop Support Technician to maintain reliable operation of desktop systems in a Microsoft-based environment.

You will handle hardware and software troubleshooting, respond to helpdesk tickets across in-person, phone, email, and remote channels, and work with IT staff to resolve issues quickly. The role requires strong customer service and multitasking abilities in a fast-paced setting.

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.
• Ability to prioritize tasks, multitask, and perform effectively in a fast-paced support environment.

Responsibilities

• Provide 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.

Skills

Troubleshooting

Customer service

Communication skills

Ticketing systems

Multitasking

Tools

ServiceNow

Windows OS

Microsoft 365

Outlook

Teams

Active Directory

PowerShell

Job description

• Provide desktop support to end users, ensuring reliable operation, maintenance, and connectivity of desktop systems within a Microsoft-based environment.

Job Summary:

• 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