Service Desk Technician II - Albuquerque

Job Description

We are seeking a Customer Service Technician to provide frontline and advanced technical support to internal users in a fast-paced environment. This individual will troubleshoot hardware, software, access, and connectivity issues while delivering excellent customer service and ensuring timely resolution of support requests. The role will manage tickets through the full support lifecycle, document solutions, and collaborate with cross-functional teams to maintain operational efficiency.

The ideal candidate is customer-focused, technically skilled, and comfortable supporting high-volume service requests.

• Provide technical support for hardware, software, account access, VPN, and connectivity issues via phone, email, and in-person support.
• Manage and resolve support tickets while meeting established SLA expectations.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Active Directory, and end-user devices.
• Install, configure, image, and deploy desktops, laptops, peripherals, and software applications.
• Document incidents, resolutions, and troubleshooting steps within the ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Contribute to knowledge base documentation and identify opportunities for process improvement.
• Support asset management, device tracking, and inventory activities.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 2–4 years of technical support, help desk, or desktop support experience.
• Experience supporting password resets, user permissions/access requests, Active Directory account management, and troubleshooting login-related issues.
• Hands-on experience supporting VPN connectivity, remote access tools, software licensing, and general end-user support requests.
• Ability to manage a high-volume ticket queue, resolving approximately 20–25 tickets per day while meeting SLA expectations. Experience supporting ERP systems or manufacturing environments.
• Knowledge of VPN, remote access solutions, and software licensing.
• Experience with device imaging, deployment, and asset management.
• Familiarity with AV, robotics, UGV, or other technical hardware platforms.
• CompTIA A+, Network+, or similar technical certifications.
• Experience contributing to process improvements and knowledge base development.