IT Desktop Support Technician

Position Summary: The IT Desktop Support Technician provides hands-on technical support for both internal staff and external customer devices, with a strong focus on modern device management, Windows Autopilot provisioning, and out-of-box user experiences. This role supports end users across hardware, operating systems, and enterprise applications while participating in device staging, imaging, configuration, and deployment.

Essential Duties and Responsibilities:

1. Provide Tier 1–2 desktop and endpoint support for internal employees
2. Troubleshoot hardware, operating systems, peripherals, and enterprise applications
3. Manage user onboarding/offboarding, device setup, and account access
4. Escalate complex issues appropriately and document resolutions
5. Prepare, stage, and configure customer devices using Windows AutoPilot
6. Validate device readiness for Out-of-Box Experience (OOBE) delivery
7. Perform quality testing to ensure devices meet customer and contract requirements
8. Assist with endpoint lifecycle management (deployment, refresh, return, disposal)
9. Apply standard configurations, security baselines, and updates
10. Support endpoint management platforms (Intune, Autopilot, MDM tools)
11. Perform modifications, updates, and group policies on customer systems
12. Maintain applicable DoE and DoD security protocols
13. Support audit readiness, security, and compliance requirements
14. Identify opportunities to improve processes, automation, and user experience
15. Any other duties needed to drive to our Vision, fulfill our Mission, and abide by our Values
    

Job Qualifications/Requirements:

1. Excellent interpersonal skills to work with customers and management
2. Strong troubleshooting, documentation, and communication skills
3. Exceptional time management and organizational skills
4. Ability to manage multiple tasks in a fast-paced environment
5. Ability to follow established service protocols consistently
6. Experience working in a team-oriented, collaborative office environment
7. Excellent driving record for travel between Albuquerque, Santa Fe and surrounding areas
   

Education and Experience:

1. Two or more years of computer technologies field support experience
2. Experience providing desktop or endpoint support in a Windows environment
3. Windows 11 experience
4. Familiarity with Microsoft 365 and basic identity concepts (Azure AD / Entra ID)
5. Experience with remote access support software
6. Experience with a password manager, preferably LastPass
7. Working experience with IT ticketing systems
8. Able to lift 30 lbs. regularly
9. Desired but not required, current CompTIA, A+, Networking+, Security+