On-Site Desktop Support Specialist

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

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.