Technical Support Representative - ACS/Workstations

At HP, you will help customers solve complex ACS/Workstations issues with clear, accurate technical guidance, while working in an environment that supports improvement and collaboration. This onsite role in Rio Rancho, NM offers $24–$34 per hour, full-time scheduling, and a benefits package built for long-term wellbeing.

What you’ll do

• Resolve complex customer problems independently, following established protocols and owning the path to resolution.
• Troubleshoot intricate hardware and software issues through customer interactions and proactive notification systems.
• Provide comprehensive answers on services, products, and technical topics, including features, specifications, and repairs for both current and obsolete offerings, aligned with customer entitlements such as warranty coverage for mission-critical support.
• Proactively guide customers to reduce or prevent recurring issues, while contributing to initiatives that strengthen processes and quality.
• Build and maintain trusted relationships across customer accounts for a range of technical users.
• Perform root cause analysis for outages and emerging trends to address problems promptly and effectively.
• Coordinate departmental work, identify improvement opportunities, and support business controls to streamline processes.
• Lead and assign responsibilities for complex requests, introduce innovative concepts, and implement changes that improve how work gets done.
• Monitor and troubleshoot complex problems on an ongoing basis, collaborating with exempt-level employees to develop recommendations.
• Analyze tasks with internal partners and provide mentoring and guidance to lower-level roles to improve team performance.

What you bring

• High School Diploma/GED/Higher Secondary education or commensurate work experience demonstrating competence.
• Typically 8+ years of related experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Tools and technologies you may use

• Active Directory, Linux, Microsoft Windows 10, Windows Servers
• Microsoft Azure, Microsoft Office 365
• ServiceNow, IT Service Management (ITIL), Issue tracking, Help Desk Support
• Desktop Support, Peripheral Devices, Computer Hardware, Operating Systems
• Automation, Scripting
• Agile Methodology
• Technical Support, Computer Science

Benefits

• Health insurance, Dental insurance, Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• 4–12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview)

Schedule: Full time
Shift: Shift 1, 0% premium (United States of America)