Rio Rancho, NM

Support Jobs in Rio Rancho, NM

2 jobs found

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Today

ACS/Workstation Technical Support Representative

HP Rio Rancho, NM

Rio Rancho, NM

Today

$24 - $34/hr Full time Active Directory Cloud Platforms Customer Service

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Job Description

Join HP onsite in Rio Rancho, NM and take on complex technical support work that directly helps customers keep their systems running. This full-time role supports ACS/Workstation environments, with an hourly pay range of $24 to $34. You will handle intricate hardware and software issues independently, contribute to process improvements, and mentor lower-level support roles while working with teams across the organization.

What you’ll do

Independently address complex customer issues while following established protocols.
Resolve difficult and complex technical problems across hardware and software through customer interactions and proactive notification systems.
Provide comprehensive responses about services, products, and technical matters, including features, specifications, and repair guidance for both current and obsolete components and options, aligned with customer entitlements such as mission-critical warranty coverage.
Guide customers proactively to mitigate or help prevent problem recurrence, and support initiatives focused on process and quality improvements.
Build and maintain trusted relationships with customer accounts across a range of technical users.
Perform root cause analysis on outages and trends to deliver timely, effective resolutions and feedback.
Coordinate departmental work, identify improvement opportunities, and ensure effective business controls to streamline processes.
Lead and assign responsibilities for complex requests, apply innovative concepts, and implement changes that improve operational workflows.
Proactively monitor and troubleshoot complex problems, collaborating with exempt-level employees to develop recommendations.
Analyze tasks and collaborate with internal partners to provide mentoring and guidance to lower-level roles to support stronger organizational performance.

What you bring

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

Tools and technologies you’ll work with

You’ll use a range of enterprise and support technologies, including Active Directory, Linux, Microsoft Windows 10, Windows Servers, Microsoft Azure, Microsoft Office 365, ServiceNow, IT Service Management practices, Issue Tracking, desktop support, help desk support, and scripting.

Shift and schedule

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

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)

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2mo ago

Field Technician / Help Desk Agent

Harris Technology Services, Inc. Rio Rancho, NM

Rio Rancho, NM

2mo ago Closed

$55k - $80k/yr Full time Active Directory Cloud Platforms Contact Center

This position is no longer accepting applications (closed Aug 22, 2026).

Job Description

This role blends on-site field support with help desk coverage, incident response, and project work for MSP clients across New Mexico.

Responsibilities

Provide on-site field support by diagnosing and repairing hardware and software issues.
Install and deploy systems and devices into client networks.
Perform repairs, site surveys, and preventive maintenance tasks.
Deliver technical support and training to end users.
Function as a Help Desk agent: log in to and actively manage an Automatic Call Distribution (ACD) system for inbound calls, tickets, and real-time assistance.
Handle incident responses, service requests, and project work such as migrations and deployments.
Document work thoroughly in the ticketing system; maintain network diagrams, asset inventories, and client records.
Follow and contribute to established processes and change management practices.
Occasional or frequent travel within New Mexico, potentially including overnight or extended stays; travel time is compensated.

Requirements

2–5+ years of MSP or IT support experience, including field work and help desk operations.
ACD proficiency: proven ability to log in and efficiently manage an Automatic Call Distribution queue.
Broad technical knowledge across network infrastructure, routing and switching, wireless networking, server infrastructure, endpoints, cybersecurity, cloud-hosted services, virtual systems, server applications, and productivity software.
Hands-on experience with Microsoft operating systems, server applications, cloud services, endpoint applications and identity services; end-to-end deployment of endpoint systems; configuration, troubleshooting, and maintenance of networked devices and peripherals.
High-agency mindset: self-motivated, takes ownership, communicates proactively with customers and team, and resolves issues with minimal guidance.
Travel readiness: reliable personal transportation and the ability to travel to client sites within New Mexico (occasional to frequent), including overnight or extended stays; flexibility to use personal or company vehicles, including light-duty cargo vans.
Physical capability to work at heights, in confined spaces, and in crowded or public environments (such as schools or hospitals), and to move heavy equipment as needed.
Strong interpersonal skills and emotional intelligence to manage client expectations, de-escalate tense situations, and collaborate with technical and non-technical stakeholders.

Technologies

ACD system/queue
Ticketing system
Microsoft operating systems
Cloud-hosted services
Identity services

Benefits

Health and wellness stipend
Paid time off (PTO) and paid holidays
Paid sick leave (PSL) and growth opportunities
Employee discount
Commissions and performance bonuses
Vehicle and mileage reimbursement
Per diem for overnight or extended travel

Compensation

Salary: $55,000.00 – $80,000.00 per year

Work Location

Hybrid remote in Rio Rancho, NM 87124

Eligibility

U.S. Citizenship
Ability to 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

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Support Jobs in Rio Rancho, NM

ACS/Workstation Technical Support Representative

Field Technician / Help Desk Agent

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