Remote Helpdesk Support

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 The helpdesk personnel will: 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. Compensation details:21 Hourly WagePI7d 00e 82c 73b 0-37344-39907045