Desktop Support Technician (Contractor) - 807982

Big challenges need bold thinkers. If you’re someone who sees problems as opportunities, you’ll thrive here. RESPEC is 100% employee-owned, which means we take ownership of every challenge. Here, your ideas drive real solutions. Since 1969, we’ve tackled complex challenges in energy transition, infrastructure resilience, digital transformation, and sustainability. At RESPEC, you’ll work alongside clients to take on critical problems. Depending on your expertise, you might design infrastructure in remote locations, develop renewable energy solutions for global projects, or apply data-driven technology to improve mining and water systems. We bring deep technical knowledge, real-world experience, and a commitment to work that matters.

About the role

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.

Responsibilities

• Own the end-user support experience from first contact to resolution, responding 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 proper documentation, escalation when necessary, and resolution in alignment with established service-level expectations.
• Use a structured troubleshooting approach to identify root causes quickly and implement lasting solutions.
• 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.

Requirements

• 3 to 5 years of professional experience in desktop and end-user support.
• Proven experience supporting desktop and laptop environments, including hardware break/fix, OS-level troubleshooting, software installation and configuration, and peripheral support.
• Proficiency in supporting Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and Active Directory, including managing user accounts and troubleshooting authentication issues.
• Hands-on experience with a formal ticketing platform (e.g., ServiceNow or comparable ITSM tool) for ticket creation, updates, escalation, and closure in compliance with SLA requirements.
• Working knowledge of basic networking concepts to diagnose and resolve common connectivity issues, including LAN/Wi-Fi troubleshooting, VPN support, and printer/peripheral connectivity.
• Strong interpersonal and written communication skills, with the ability to translate technical issues into plain language.

Skills

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

Schedule

This position is 100% on-site in Santa Fe, NM. Standard schedule is 8 hours per day, 5 days per week, Monday through Friday.