On-Site | IT Desktop Support Technician

Position Summary

This is a full-time, on-site role. No remote candidates will be considered at this time.

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.

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

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

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