AS
Remote Helpdesk Support
TEMPORARY•Albuquerque, Santa Fe
About this role
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.
- Pay Rate: $21.00 per hour, with weekly pay.
- Start Date: ASAP
- End Date: June 30, 2026
- Schedule: Monday – Friday; 8:00am – 5:00pm
- Location: Remote position but the candidate MUST live in New Mexico
Introduction & Purpose
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.
Resource Qualifications
Experience in IT helpdesk support, familiarity with FreshService ITSM, strong communication and customer service skills, and ability to work remotely.
Reporting Requirements
Weekly reports to Deputy CIO or designated supervisor, including ticket metrics and performance summary.
ATA Services, Inc., expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
What you'll do
- The resource will handle initial intake of Professional Development Information System (PDIS) related inquiries via email and manage all work through FreshService IT Service Management (ITSM). Responsibilities include providing Tier 1 support, creating and managing tickets, and escalating complex issues to Tier 2 or appropriate technical teams.
About ATA Services Inc
ATA Services, Inc. is a government contractor providing long term professional, IT, and administrative support to government agencies throughout the United States. Focusing upon GIS, accounting, IT and other general administrative services, ATA has established itself as a provider of excellent employees and services.
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Frequently Asked Questions
What does a Remote Helpdesk Support do at ATA Services Inc?
As a Remote Helpdesk Support at ATA Services Inc, you will: the resource will handle initial intake of Professional Development Information System (PDIS) related inquiries via email and manage all work through FreshService IT Service Management (ITSM). Responsibilities include providing Tier 1 support, creating and managing tickets, and escalating complex issues to Tier 2 or appropriate technical teams..
Is the Remote Helpdesk Support position at ATA Services Inc remote?
The Remote Helpdesk Support position at ATA Services Inc is based in Albuquerque, New Mexico, United States and Santa Fe, New Mexico, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Remote Helpdesk Support position at ATA Services Inc?
You can apply for the Remote Helpdesk Support position at ATA Services Incdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.