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.

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 FreshService IT Service Management (ITSM).

Scope of Work

The helpdesk personnel will:

Objectives

Ensure timely and accurate support for PDIS users, improve user satisfaction, and maintain compliance with organizational standards.

Roles & Responsibilities

Deliverables

Tools & Access

FreshService 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 FreshService 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.