Desktop Support Technician

RE/SPEC Inc.; Santa Fe (NM); On-site; USD 34,440 - 48,216; Full time

Job summary

RE/SPEC Inc. is seeking a Desktop Support Technician in Santa Fe, NM for a hands-on, on-site role within a state government IT environment.

The position focuses on end-user support, incident resolution, and proactive collaboration with internal teams and external vendors. You will handle escalations, maintain ticket hygiene, and ensure seamless integration with Microsoft 365 services, file servers, and core productivity tools.

Qualifications

• 3–5 years of professional desktop/end-user support experience.
• Experience troubleshooting Windows OS, Microsoft 365 apps, and AD authentication.
• Familiarity with ServiceNow or similar ITSM ticketing systems.
• Basic networking concepts: LAN/Wi-Fi, VPN, printers.
• Strong written and verbal communication for state-level users.

Responsibilities

• Own end-user support from initial contact through resolution across in-person, phone, email, and remote channels.
• Manage ticket lifecycle in a formal ITSM tool, ensuring accurate documentation and SLA alignment.
• Collaborate with internal teams and vendors to resolve complex hardware/software issues.
• Document incidents, resolutions, and system changes to build a knowledge base.

Skills

Desktop & End-User Support

Windows OS

Microsoft 365

Active Directory

ServiceNow / ITSM

Networking basics

Communication

Tools

ServiceNow

PowerShell

PERL

Shell scripting

Job description

Job Description

Desktop Support Technician

Santa Fe, NM | On-Site | Contract through July 2027

Role Summary

RESPEC is seeking an experienced Desktop Support Technician to support a State of New Mexico agency based in Santa Fe, NM. This is a hands-on, client-facing role embedded directly within a state government IT environment, where you'll serve as the frontline technical resource keeping end users productive and systems running smoothly. If you thrive in a structured support environment, take pride in resolving issues efficiently, and enjoy building trust with the people you support — this role is built for you.

This is a full-time, on-site contract position running through July 31, 2027 , with an anticipated start date of August 17, 2026.

What You'll Be Doing

In this role, you'll own the end-user support experience from first contact to resolution. You'll respond to helpdesk tickets across multiple channels — in person, by phone, email, and remote tools — diagnosing and resolving issues with desktops, laptops, software, and peripherals in a Microsoft-based enterprise environment.

You'll manage the full ticket lifecycle within a service management platform, ensuring every issue is properly documented, escalated when necessary, and resolved in alignment with established service-level expectations. Your structured troubleshooting approach will help you identify root causes quickly and implement lasting solutions rather than temporary fixes.

Beyond break/fix support, you'll collaborate with internal teams and external vendor contacts to resolve complex hardware and software issues, and you'll ensure desktop systems integrate seamlessly with enterprise tools including file servers, Microsoft 365, Teams, Outlook, and business-critical applications. You'll also contribute to the team's knowledge base by documenting incidents, resolutions, and system changes — helping build institutional knowledge that benefits the entire support organization.

Qualifications:
Qualifications

Required Technical Experience

To be successful in this role, candidates must demonstrate 3 to 5 years of professional experience across the following core technical areas:

Desktop & End-User Support

• Proven experience supporting desktop and laptop environments, including hardware break/fix, OS-level troubleshooting, software installation and configuration, and peripheral support. You should be comfortable supporting both technical and non-technical users with patience and professionalism.

Microsoft Environment Proficiency

• Demonstrated experience supporting Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and Active Directory. You should be able to manage user accounts, troubleshoot authentication issues, and support enterprise application connectivity without escalating routine tasks.

Ticketing & Service Management

• Hands-on experience working within a formal ticketing platform — ServiceNow or a comparable ITSM tool — including ticket creation, updates, escalation, and closure in compliance with SLA requirements. You understand what "ticket hygiene" means and why it matters.

Networking & Connectivity Fundamentals

• Working knowledge of basic networking concepts sufficient to diagnose and resolve common connectivity issues at the desktop level, including LAN/Wi-Fi troubleshooting, VPN support, and printer/peripheral connectivity.

Communication & Customer Service

• Strong interpersonal and written communication skills are essential. You'll regularly interface with state agency staff at all levels, and your ability to translate technical issues into plain language is just as important as your ability to fix them.

Preferred Qualifications

Candidates who bring the following will stand out during the selection process:

• Experience with basic scripting languages such as PowerShell, PERL, or Shell scripting for automating routine desktop support tasks or performing bulk administrative actions is a meaningful differentiator for this role.
• Prior experience supporting a state or local government IT environment is also a plus, as familiarity with the pace, compliance expectations, and user base of public-sector agencies will shorten your ramp-up time considerably.

Additional Information

Work Model

This position is 100% on-site. There is no remote or hybrid option available under the current client requirement. The work location is:

Santa Fe, NM
Standard schedule is 8 hours per day, 5 days per week , Monday through Friday.

All your information will be kept confidential according to EEO guidelines.

All your information will be kept confidential according to EEO guidelines.