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Sr. Field Tech Support

Company: Horizontal Talent
Location: Santa Fe
Posted on: May 12, 2022

Job Description:


  • Provide in knowledgeable PC software, hardware, and network connectivity troubleshooting, as well as advanced knowledge of MAC OS/software/hardware.
  • Diagnose and resolve these issues for corporate employees and sales associates.
  • Installation, configuration and onsite support of PC software, hardware, and network devices located within the designated regions/offices.
  • Proactive and effective customer service skills are an absolute requirement.

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

    • Provide support in person and/or by phone to local and remote customers.
    • Keeps customer informed of issues and provides update in status in ticket tracking system, Service Now.
    • Installs, configures and troubleshoots Windows & MacOS operating systems and other approved peripherals.
    • Installs, configures and troubleshoots network cards/Wi-Fi network connectivity software.
    • Installs, configures and troubleshoots proprietary application software.
    • Assists Network Engineers in debugging network issues as required on site.
    • Setup or moving of PC/Mac workstations or laptops
    • Configures and troubleshoots network printers and printing on client computers.
    • Resolve issues in a timely manner.
    • Ensure customer satisfaction with every interaction.
    • Performs special projects as requested by supervisor.
    • Escalates issues as necessary to other groups within the IT organization.
    • May be required to travel overnight.


      • Offers help to accomplish tasks or objectives outside ones area of primary responsibility.
      • Brings problems to someone's attention that can help when unable to offer personal assistance.
      • Treats customers (internal and external), colleagues, subordinates and superiors with respect.


        • Communicates with customers (internal and external), peers, subordinates and superiors with a positive and professional attitude.
        • Communicates all the information necessary for someone to understand any given situation and confirms understanding from the individual(s) being given the information.
        • Listens and observes attentively, allowing an exchange of information. Anticipates questions.
        • Writes clearly and concisely, with an appropriate awareness of the intended audience.
        • Responds in a timely and effective manner to internal and external correspondence and communication

          Decision Making

          • Uses sound logical judgment to choose an appropriate course of action.
          • Takes decisive action and seeks assistance of others in decision-making, as appropriate.
          • Evaluates risks, consequences, and interests of those affected by decisions.


            • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
            • The requirements listed below are representative of the knowledge, skill, and/or ability required.
            • Basic understanding of networking and TCP protocol
            • Ability to install &troubleshoot operating system software
            • Ability to install hardware, peripherals and resolve hardware conflicts
            • Ability to provide support via telephone to end-users
            • Ability to work independently
            • Ability to handle multiple priorities and possess a high degree of flexibility
            • Ability to take initiative and work well under pressure
            • Strong interpersonal and communication skills
            • Strong team player attitude essential
            • Strong Time Management skills
            • Strong problem-solving skills
            • Strong written and verbal communication skills.

              EDUCATION and/or EXPERIENCE

              • Windows and MacOS (installation and troubleshoot)
              • Microsoft Office (installation and troubleshoot)
              • 2 years desktop and Internet access support experience
              • Strong knowledge in all Microsoft Products including (Office, Office365 applications, Sharepoint, and Yammer)
              • Basic network and server administration knowledge.


                • 3+ years desktop support experience
                • Experience with MAC OS and Apple i-products
                • MCSA and/or CNA, or 2 years experience as technical support person in a network environment.
                • Windows MCP or 2 years equivalent experience.
                • Experience with HTML, Flash, and other web technologies.


                  • MCSA or MCSE, A+, or equivalent work experience.

                    PHYSICAL DEMANDS:

                    • Ability to lift computers, printers, and monitors up to 50 lbs.
                    • Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components.
                    • Ability to get to branch offices by individuals own means of transportation and a valid drivers license while carrying tools\equipment and spare parts.
                    • Frequent travel between office locations

                      Candidates should be:

                      • Self-motivated
                      • Have strong communication
                      • Stay on top of their work
                      • Be proactive and help solve problems
                      • Provide quick efficient service to the offices
                      • Report and document all service request in ticketing system.
                      • Follow up and follow through are mandatory

Keywords: Horizontal Talent, Santa Fe , Sr. Field Tech Support, Other , Santa Fe, New Mexico

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