Service Desk Technician II - Albuquerque

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.

Day-to-Day Responsibilities 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.

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.

Nice to Have Skills & Experience

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.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.