What are the responsibilities and job description for the Desktop Support position at ATC?
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.