[Hiring] Helpdesk Support @ATA Services Inc

Role 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 Albuquerque or Santa Fe.

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).

Qualifications

• Experience in IT helpdesk support
• Familiarity with FreshService ITSM
• Strong communication and customer service skills
• Ability to work remotely

Requirements

• 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.

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.

Compliance & Confidentiality

• Adhere to ECECD data privacy and security policies.
• Maintain confidentiality of all user information.

Reporting Requirements

• Weekly reports to Deputy CIO or designated supervisor, including ticket metrics and performance summary.