Information Technology Desktop Support

GDI Infotech, Inc.; Albuquerque, Santa Fe (NM, NM); On-site; USD 42,000 - 64,000; Full time

Job summary

GDI Infotech, Inc. in Albuquerque, NM is seeking an experienced IT Desktop Support Specialist to join our client-focused MSP team.

You will provide onsite and remote end-user support, troubleshoot hardware, software, networking, and printer issues, and maintain Microsoft 365/Office environments. Ideal candidates have 3+ years in desktop support, strong customer service skills, and the ability to work independently or with a team while managing multiple priorities and SLAs.

Qualifications

• 3+ years of IT support experience in desktop support, help desk, technical support, or MSP environment.
• Proficient with Windows 10/11, Microsoft 365, and Active Directory.
• Experience with Microsoft Exchange Online, Teams, SharePoint Online, OneDrive for Business.

Responsibilities

• Provide onsite and remote technical support for end users across client environments.
• Troubleshoot hardware, software, networking, printing, and connectivity issues.
• Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and security groups in Active Directory and Microsoft 365.
• Install and troubleshoot Microsoft Office applications and related software.
• Support Exchange Online, Teams, SharePoint, and OneDrive environments.
• Perform workstation deployments, upgrades, migrations, and hardware refresh projects.
• Monitor and respond to service tickets, meeting SLAs.
• Document issues and resolutions in the ticketing system.
• Assist with network troubleshooting involving switches, Wi-Fi, VPNs, and connectivity.
• Communicate with clients to understand issues and provide solutions.
• Participate in after-hours maintenance as needed.

Skills

Windows 10/11

Microsoft 365

Active Directory

Exchange Online

Teams

SharePoint Online

OneDrive for Business

TCP/IP networking

Printer troubleshooting

Remote support tools

Ticketing systems

Customer service

Communication skills

Tools

Remote support tools

Ticketing systems

VPNs & networking

Microsoft 365 admin tools

Job description

Our client, a highly respected Managed Service Provider (MSP), is seeking an experienced IT Desktop Support Specialist to join their growing team in the Albuquerque, New Mexico area. This is a direct-hire opportunity with a company known for delivering exceptional IT services and building long-term relationships with its clients.

The ideal candidate is a true problem solver who thrives in a fast-paced environment, enjoys working directly with end users, and can be counted on to work both independently and collaboratively. This role requires a strong technical foundation, excellent customer service skills, and the ability to manage multiple priorities while maintaining a high level of professionalism.

Key Responsibilities

• Provide onsite and remote technical support for end users across multiple client environments.
• Troubleshoot and resolve hardware, software, networking, printing, and connectivity issues.
• Support Microsoft-based environments, including Windows operating systems and Microsoft 365 applications.
• Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Manage user accounts, permissions, and security groups within Active Directory and Microsoft 365.
• Install, configure, and troubleshoot Microsoft Office applications and related business software.
• Support Microsoft Exchange Online, Teams, SharePoint, and OneDrive environments.
• Perform workstation deployments, upgrades, migrations, and hardware refresh projects.
• Monitor and respond to service tickets while meeting established service level agreements (SLAs).
• Document issues, resolutions, and technical procedures within the ticketing system.
• Assist with network troubleshooting involving switches, wireless networks, VPNs, and connectivity issues.
• Work directly with clients to understand issues, communicate solutions, and ensure a positive support experience.
• Participate in after-hours maintenance activities as needed.

Required Qualifications

• 3+ years of IT support experience in a desktop support, help desk, technical support, or MSP environment.
• Strong experience supporting:
• Windows 10 and Windows 11
• Microsoft 365
• Active Directory
• Microsoft Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Experience with endpoint deployment and management.
• Solid understanding of TCP/IP networking fundamentals.
• Experience troubleshooting printers, mobile devices, and peripheral hardware.
• Strong knowledge of remote support tools and ticketing systems.
• Ability to prioritize competing tasks and work independently with minimal supervision.
• Excellent communication, interpersonal, and customer service skills.

Preferred Qualifications

• Experience working within a Managed Service Provider (MSP) environment.
• Familiarity with Microsoft Intune and endpoint management solutions.
• Experience supporting Azure cloud environments.
• Knowledge of cybersecurity best practices and endpoint security solutions.
• Exposure to virtualization technologies such as VMware or Hyper-V.
• Experience with backup and disaster recovery solutions.
• Understanding of PowerShell scripting and automation.

Certifications (Highly Desired)

Candidates with one or more of the following certifications are strongly encouraged to apply:

• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation

What We're Looking For

The right person for this role is someone who enjoys solving problems, takes ownership of issues from start to finish, and genuinely enjoys helping people. You should be comfortable working independently, managing your workload, and representing both your employer and clients professionally. Strong communication skills, attention to detail, and a customer-first mindset are critical to success.

If you're looking for an opportunity to grow with a well-established MSP that values technical excellence, accountability, and client service, we'd love to hear from you.