Desktop Support Technician

RE/SPEC Inc. • Santa Fe, NM

1d • Onsite

About The Position

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.
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.

Requirements

• 3 to 5 years of professional experience across core technical areas
• Proven experience supporting desktop and laptop environments, including hardware break/fix, OS-level troubleshooting, software installation and configuration, and peripheral support
• Comfortable supporting both technical and non-technical users with patience and professionalism
• Demonstrated experience supporting Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and Active Directory
• Ability to manage user accounts, troubleshoot authentication issues, and support enterprise application connectivity without escalating routine tasks
• 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
• Understanding of "ticket hygiene" and its importance
• 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
• Strong interpersonal and written communication skills
• Ability to translate technical issues into plain language

Nice To Haves

• Experience with basic scripting languages such as PowerShell, PERL, or Shell scripting for automating routine desktop support tasks or performing bulk administrative actions
• Prior experience supporting a state or local government IT environment

Responsibilities

• Respond to helpdesk tickets across multiple channels — in person, by phone, email, and remote tools
• Diagnose and resolve issues with desktops, laptops, software, and peripherals in a Microsoft-based enterprise environment
• 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
• Collaborate with internal teams and external vendor contacts to resolve complex hardware and software issues
• Ensure desktop systems integrate seamlessly with enterprise tools including file servers, Microsoft 365, Teams, Outlook, and business-critical applications
• Contribute to the team's knowledge base by documenting incidents, resolutions, and system changes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed