Remote Helpdesk Support

ATA Services, Inc. is currently seeking to hire Remote Helpdesk Support staff to work on a temporary assignment. This position is remote; however, the candidates MUST live in New Mexico., This Statement of Work (SOW) outlines the responsibilities, deliverables, and terms for a remote helpdesk resource to support the Professional Development Information System (PDIS). The resource will handle initial intake via email and manage all work through FreshService IT Service Management (ITSM).

Scope of Work

The helpdesk personnel will:

• Respond to PDIS-related inquiries received via email.
• Create and manage tickets in FreshService ITSM for all requests.
• Provide Tier 1 support, including answering general questions, assisting with login issues, password resets, and navigation.
• Escalate complex issues to Tier 2 or appropriate technical teams.
• Maintain accurate documentation of all interactions and resolutions in FreshService.

Objectives

Ensure timely and accurate support for PDIS users, improve user satisfaction, and maintain compliance with organizational standards.

Roles & Responsibilities

• Helpdesk Personnel: Provide Tier 1 support, manage tickets, escalate issues.
• ECECD IT Team: Provide Tier 2 support and technical resolution.
• Supervisor: Monitor performance and approve escalations.

Deliverables

• Timely response to all incoming PDIS support emails.
• Accurate ticket creation and updates in FreshService.
• Weekly status report summarizing ticket volume, resolution times, and escalations.

Tools & Access

FreshService ITSM account, secure email access, PDIS knowledge base and documentation.

Compliance & Confidentiality

Adhere to ECECD data privacy and security policies. Maintain confidentiality of all user information.

Do you have experience in Systems & applications support?, Experience in IT helpdesk support, familiarity with FreshService ITSM, strong communication and customer service skills, and ability to work remotely.

3.53.5 out of 5 stars Santa Fe, NM 87507 Remote $20 - $21 an hour - Full-time