Help Desk Technician

Dexian; Santa Fe (NM); On-site; USD 42,000 - 62,000; Full time

Job summary

Dexian is seeking an on-site Desktop Support Technician in Santa Fe, NM to maintain reliable operation of desktop systems within a MS-based environment. You will perform break/fix, installations, and troubleshooting across hardware and software, while providing end-user support via in-person, phone, email, and remote tools.

You will manage ticket lifecycles in a service management system, escalate with SLAs, and collaborate with vendor support to resolve issues.

Qualifications

• Hands-on desktop hardware and software support.
• Experience with Windows OS, MS 365, Outlook, Teams, and AD.
• Experience using a ticketing system (e.g., ServiceNow).
• Strong customer service and communication skills.

Responsibilities

• Perform PC and laptop break/fix, 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

Desktop support

Hardware troubleshooting

Windows OS & MS 365 & Outlook & Teams

Active Directory

ServiceNow / ticketing

Customer service

PowerShell scripting (basic)

Tools

ServiceNow

PowerShell

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 MS-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 MS environment, including Windows OS, MS 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.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.