Remote Helpdesk Support
About The Position
ATA Services, Inc. is seeking to hire Remote Helpdesk Support staff for a temporary assignment. This role involves providing Tier 1 support for the Professional Development Information System (PDIS) remotely, handling initial inquiries via email and managing all work through FreshService IT Service Management (ITSM). The objective is to ensure timely and accurate support for PDIS users, improve user satisfaction, and maintain compliance with organizational standards. The position requires adherence to data privacy and security policies, and maintaining confidentiality of user information.
Requirements
- Must live in New Mexico.
- Must live in Albuquerque or Santa Fe.
- Experience in IT helpdesk support.
- Familiarity with FreshService ITSM.
- Strong communication and customer service skills.
- Ability to work remotely.
Responsibilities
- 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.
- Provide weekly status reports summarizing ticket volume, resolution times, and escalations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
