Desktop Support Technician

ITCO Solutions, Inc.; Santa Fe (NM); On-site; USD 42,000 - 62,000; Full time

Job summary

ITCO Solutions, Inc. seeks a dedicated on-site desktop support specialist in Santa Fe, NM. You will support end users, maintain Windows devices, and ensure reliable operation within a Microsoft-based environment.

You will handle tickets via in-person, phone, email, and remote tools, while following SLAs and contributing to knowledge base articles. Strong customer service and multitasking in a fast-paced setting are essential.

Qualifications

• Hands-on desktop support across hardware, OS, and standard apps.
• Strong troubleshooting across hardware, software, and basic networking.
• Experience with ticketing/service management platforms like ServiceNow.

Responsibilities

• Provide on-site desktop support in Santa Fe, NM, for end users and devices.
• Resolve tickets via in-person, phone, email, and remote tools within SLA.
• Manage ticket lifecycle: creation, updates, resolution, escalation.

Skills

Desktop support

Windows OS

Microsoft 365

Active Directory

Ticketing systems

Customer service

PowerShell (basic)

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