Remote Helpdesk Support

ATA Services, Inc.

Position Title: Remote Helpdesk Support

Requisition : 2447

Location: Albuquerque, NM, US | Santa Fe, NM, US

Job Class: Technical

Description: 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 Fresh Service IT Service Management (ITSM).

Scope of Work

• Respond to PDIS-related inquiries received via email.
• Create and manage tickets in Fresh Service 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 Fresh Service.

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 Fresh Service.
• Weekly status report summarizing ticket volume, resolution times, and escalations.

Tools & Access

Fresh Service 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 Fresh Service 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.

PI