Help Desk Technician

Brooksource; Albuquerque (NM); On-site; USD 42,000 - 54,000; Full time

Job summary

Brooksource is seeking an IT Help Desk professional in Albuquerque to respond to IT inquiries submitted via email and approved channels. The role focuses on Tier 1 support, basic troubleshooting, password resets, and user navigation guidance, with ticket creation and updates in the ITSM system.

The ideal candidate will maintain thorough documentation of all interactions and resolutions, escalate when necessary, and uphold security and data protection policies while delivering clear,

Qualifications

• Respond to IT-related inquiries submitted via email or other approved communication channels.
• Create, manage, and update support tickets in the organization’s ITSM system.
• Provide Tier 1 support, including basic troubleshooting, account and access assistance, password resets, and user navigation guidance.
• Escalate issues beyond Tier 1 scope to Tier 2 staff or designated technical teams.
• Maintain clear and accurate documentation of all interactions, troubleshooting steps, and resolutions within the ITSM platform.

Responsibilities

• Respond to IT-related inquiries submitted via email or other approved communication channels.
• Create, manage, and update support tickets in the organization’s ITSM system.
• Provide Tier 1 support, including basic troubleshooting, account and access assistance, password resets, and user navigation guidance.
• Escalate issues beyond Tier 1 scope to Tier 2 staff or designated technical teams.
• Maintain clear and accurate documentation of all interactions, troubleshooting steps, and resolutions within the ITSM platform.
• Ensure timely, accurate, and customer-focused support for all IT users.
• Improve user satisfaction through effective remote support and clear communication.
• Support organizational IT standards, processes, and security requirements.
• Serve as the first point of contact for IT support, manage all assigned tickets and escalations.

Skills

Tier 1 support

ITSM knowledge

Remote support

Documentation

Tools

ITSM system

Job description

Respond to IT-related inquiries submitted via email or other approved communication channels.

• Create, manage, and update support tickets in the organization’s ITSM system.
• Provide Tier 1 support, including basic troubleshooting, account and access assistance, password resets, and user navigation guidance.
• Escalate issues beyond Tier 1 scope to Tier 2 staff or designated technical teams.
• Maintain clear and accurate documentation of all interactions, troubleshooting steps, and resolutions within the ITSM platform.

Objectives

• Ensure timely, accurate, and customer-focused support for all IT users.
• Improve user satisfaction through effective remote support and clear communication.
• Support organizational IT standards, processes, and security requirements.
• Serve as the first point of contact for IT support, manage all assigned tickets and esc**?**

Compliance & Confidentiality

The helpdesk professional must comply with all organizational security, privacy, and

data protection policies. Confidentiality of user information and system data must be always maintained.