Desktop Support Technician - Santa Fe, NM

Software Technology, Inc.; Santa Fe (NM); On-site; USD 45,000 - 60,000; Full time

Job summary

Software Technology, Inc. in Santa Fe, NM is seeking a full-time Desktop Support Technician to ensure reliable operation of desktop systems in a Microsoft environment. The role covers hardware/software installation, issue diagnosis, and end-user assistance across in-person and remote channels.

You will manage tickets end-to-end, escalate per SLAs, and collaborate with vendors while documenting resolutions for knowledge base. On-site work is required with no remote option.

Qualifications

• Hands-on experience supporting desktop environments, including hardware, OS, and standard apps.
• Strong troubleshooting across hardware, software, and basic networking.
• Experience with ticketing/service management platforms (e.g., ServiceNow).
• Experience supporting a Microsoft environment (Windows, M365, Outlook, Teams, AD).
• Familiarity with scripting is a plus (PowerShell).

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 creation, updates, resolution, and escalation per SLAs.
• Diagnose and resolve technical issues through structured troubleshooting and root-cause analysis.
• Support internal teams and collaborate with vendor support to resolve hardware and software issues.
• Ensure desktop systems integrate with enterprise infrastructure, including file servers, email, conferencing, and business applications.
• Maintain 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

Desktop support

Hardware repair

Windows OS

Microsoft 365

Active Directory

PowerShell

Troubleshooting

Customer service

Ticketing system

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.