Remote Helpdesk Support
About The Position
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). 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, and maintain accurate documentation of all interactions and resolutions in FreshService.
Requirements
- Experience in IT helpdesk support
- Familiarity with FreshService ITSM
- Strong communication and customer service skills
- Ability to work remotely
- MUST live in New Mexico
- MUST live in Albuquerque or Santa Fe
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.
- Submit 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
Number of Employees
11-50 employees
