Service Desk Specialist
LHH, Santa Fe, NM, United States
Senior Service Desk Associate – Santa Fe, NM (Onsite)
Location: Santa Fe, NM Pay: $75k-85k /year LHH is partnering with a valued client that is seeking to hire a Senior Service Desk Associate. In this role you’ll solve complex technical issues, guide junior team members, and help strengthen how IT services are delivered across the organization. This position is ideal for someone with deep hands‑on support experience who thrives in a user‑focused, improvement‑driven environment. What You’ll Do
Provide advanced Tier 1–2 support across Windows, macOS, applications, and devices Resolve escalated or complex issues independently using strong technical judgment Serve as an escalation point for associates and support their troubleshooting efforts Support employees at all levels, including senior leadership Coach and mentor Service Desk Associates on technical skills and service quality Help coordinate ticket triage, prioritization, and daily workflow Model effective documentation, communication, and ownership practices Identify recurring issues and advise leadership on training or process needs Educate users on effective use of tools and reduce repeat issues Create and refine knowledge base articles and self‑service resources Recommend improvements to workflows, tools, and service delivery Support endpoint configuration, deployment, and lifecycle activities Assist with Microsoft 365, collaboration tools, and core business applications Support mobile devices, AV systems, and meeting‑room technology Maintain accurate, high‑quality documentation Coordinate with vendors for troubleshooting and warranty activities Follow established security, access, and data‑protection guidelines What You Bring
4–7 years of IT support, service desk, or desktop support experience Ability to work independently with minimal supervision Experience mentoring or supporting junior team members Strong customer‑service mindset with calm, empathetic communication Excellent organization, prioritization, and time‑management skills Preferred Skills
Experience supporting Windows and macOS in enterprise environments Familiarity with Microsoft 365, Active Directory/Entra ID, Intune, and endpoint management Experience with ITSM tools such as Freshservice Exposure to Citrix, AV systems, and meeting‑room technologies Understanding of ITIL concepts and service delivery principles Unlimited PTO, 40 hours sick leave, 16 hours volunteer time off Free breakfast and lunch on Wednesday and Fridays Onsite Fitness Center Student Loan payments $5250 in continuing education allowance annually 3% safe harbor contribution to 401k - 100% vested immediately + profit sharing contributions Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers San Francisco Fair Chance Ordinance Massachusetts Candidates Only:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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Location: Santa Fe, NM Pay: $75k-85k /year LHH is partnering with a valued client that is seeking to hire a Senior Service Desk Associate. In this role you’ll solve complex technical issues, guide junior team members, and help strengthen how IT services are delivered across the organization. This position is ideal for someone with deep hands‑on support experience who thrives in a user‑focused, improvement‑driven environment. What You’ll Do
Provide advanced Tier 1–2 support across Windows, macOS, applications, and devices Resolve escalated or complex issues independently using strong technical judgment Serve as an escalation point for associates and support their troubleshooting efforts Support employees at all levels, including senior leadership Coach and mentor Service Desk Associates on technical skills and service quality Help coordinate ticket triage, prioritization, and daily workflow Model effective documentation, communication, and ownership practices Identify recurring issues and advise leadership on training or process needs Educate users on effective use of tools and reduce repeat issues Create and refine knowledge base articles and self‑service resources Recommend improvements to workflows, tools, and service delivery Support endpoint configuration, deployment, and lifecycle activities Assist with Microsoft 365, collaboration tools, and core business applications Support mobile devices, AV systems, and meeting‑room technology Maintain accurate, high‑quality documentation Coordinate with vendors for troubleshooting and warranty activities Follow established security, access, and data‑protection guidelines What You Bring
4–7 years of IT support, service desk, or desktop support experience Ability to work independently with minimal supervision Experience mentoring or supporting junior team members Strong customer‑service mindset with calm, empathetic communication Excellent organization, prioritization, and time‑management skills Preferred Skills
Experience supporting Windows and macOS in enterprise environments Familiarity with Microsoft 365, Active Directory/Entra ID, Intune, and endpoint management Experience with ITSM tools such as Freshservice Exposure to Citrix, AV systems, and meeting‑room technologies Understanding of ITIL concepts and service delivery principles Unlimited PTO, 40 hours sick leave, 16 hours volunteer time off Free breakfast and lunch on Wednesday and Fridays Onsite Fitness Center Student Loan payments $5250 in continuing education allowance annually 3% safe harbor contribution to 401k - 100% vested immediately + profit sharing contributions Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers San Francisco Fair Chance Ordinance Massachusetts Candidates Only:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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