Desktop Support Technician

Creative Solutions Services, LLC; Santa Fe (NM); On-site; USD 42,000 - 54,000; Full time

Job summary

Creative Solutions Services, LLC is seeking a Desktop Support Technician for on-site support in Santa Fe, NM. The role covers desktop hardware/software support, end-user assistance, and ticket management in a Microsoft environment.

Responsibilities include resolving issues via phone, email, or in person, coordinating with vendors, and documenting resolutions. This 11-month contract emphasizes timely responses and adherence to SLAs in a fast-paced IT setting.

Qualifications

• Hands-on experience supporting desktop environments, including hardware and software.
• Strong troubleshooting skills across hardware, software, and basic networking issues.
• Experience with ticketing/service management platforms (e.g., ServiceNow or similar).
• Experience supporting a Microsoft environment: Windows OS, Microsoft 365, Outlook, Teams, AD.

Responsibilities

• Perform PC and laptop break/fix support, including hardware/software installation and troubleshooting.
• Provide end-user support via in-person, phone, email, and remote tools; respond to tickets promptly.
• Manage ticket lifecycle in a service management system per SLAs.
• Diagnose and resolve technical issues through structured troubleshooting and root-cause analysis.
• Support internal teams and vendor contacts to resolve hardware/software issues.
• Ensure desktop systems integrate with enterprise infrastructure (fileservers, email, conferencing, business apps).
• Maintain documentation of incidents, resolutions, and changes; contribute to knowledge base.
• Prioritize and manage multiple tickets based on urgency and impact.

Skills

Desktop support

Troubleshooting

Ticketing system

Customer service

Communication

Tools

ServiceNow

Windows OS

Microsoft 365

Outlook

Teams

Active Directory

Job description

Title: Desktop Support Technician

Location: Santa Fe, NM - Onsite

Duration: 11 Months

Interview Type: In Person

Job Description:

Responds to help desk tickets and works with vendor support contacts to resolve technical problems with desktop computing equipment and software. 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.