Serve as Help Desk agent:

Log into and proficiently use the ACD system to handle inbound calls, tickets, and real-time support. Manage incident response, service requests, and project work (e.g., migrations, deployments). Document work thoroughly in the ticketing system; maintain network diagrams, asset inventories, and client documentation. Follow and contribute to established processes and change management. Nonlocal travel (within New Mexico) may be occasional or frequent; this may include overnight or extended stays (travel time compensated). Requirements 2-5+ years of MSP or IT support experience, including field work and help desk operations.

ACD proficiency required:

Demonstrated experience logging into and efficiently managing an Automatic Call Distribution (ACD) system/queue. Broad technical knowledge encompassing network infrastructure, routing and switching, wireless networking, server infrastructure, endpoints, cybersecurity, cloud-hosted services, virtual systems, server applications, and productivity applications.

Demonstrable experience and skill:

Microsoft operating systems, server applications, cloud services, endpoint applications and identity services; end-to-end deployment of endpoint systems; configuration, troubleshooting, and maintaining networked devices and peripherals.

High-agency mindset:

Self-motivated, takes ownership of outcomes, and thrives in a mix of independent field work and collaborative HQ duties; proactively communicates with customer and team; see it, solve it, document it, and move on without hand-holding.

Travel:

Reliable personal transportation; willingness and ability to travel to client sites (occasional to frequent) within New Mexico, which may include overnight or extended stays; flexibility to use personal or company vehicles, including light-duty cargo vans.

Physical Demands:

Ability to work at heights, in confined spaces, in crowded/public environments (e.g., K-12 schools, hospitals), and to move heavy equipment and/or furniture as needed for installations and deployments.

Interpersonal skills and emotional intelligence:

Ability to manage client expectations, de-escalate tense situations, and collaborate effectively with both technical and non-technical stakeholders and team members. Eligibility U.S. Citizenship Ability to successfully pass a comprehensive background check and drug screening Valid U.S. driver's license with a clean driving record Proof of current auto insurance meeting or exceeding state minimum requirements Ability to obtain and maintain required security clearances or client-specific certifications Compensation & Benefits Competitive base ($55k-$80k+ DOE) + commissions, performance bonuses, vehicle/mileage reimbursement, per diem for overnight/extended travel. Health & Wellness Stipend, PTO, PSL, paid holidays, and growth opportunities.

Pay:

$55,000.00 - $80,000.00 per year

Benefits:

Employee discount Paid time off

Work Location:

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