IT Help Desk Specialist II — User Support Expert

775 Chickasaw Strategic Pointe, LLC; Albuquerque (NM); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Disability Insurance

Life Insurance

Employee Assistance Program (EAP)

Paid Time Off

Federal holidays

Job summary

CNI is seeking a capable IT Help Desk professional to serve as the first contact for agency programs, assisting users with software and hardware issues via phone and email. The role emphasizes clear ticket logging, timely responses, and professional service to a diverse user base including federal staff.

Ideal candidates will have an Associate degree in IT, 3 years of help desk experience, and the ability to work independently or in a team.

Qualifications

• Associates degree in IT or related field with 3 years’ experience in an IT help desk environment.
• Experience with customer-facing IT support and incident management.
• Familiarity with Windows desktop applications and printer support.

Responsibilities

• Serve as the initial contact for call center support for agency programs.
• Provide problem-solving support to computer users via phone and email.
• Troubleshoot and escalate issues to senior staff as needed.
• Maintain professional interactions and document all tickets clearly.
• Assist with on-site installations and application deployments as required.
• Support training materials and user education on assigned software.

Skills

IT help desk experience

Ticketing systems

Customer service

Problem solving

Verbal and written communication

Multitasking

Team collaboration

Physical lifting ability

Education

Associate degree in Information Technology

Tools

Service desk software

Job description

CNI is seeking a capable IT Help Desk professional to serve as the first contact for agency programs, assisting users with software and hardware issues via phone and email. The role emphasizes clear ticket logging, timely responses, and professional service to a diverse user base including federal staff.

Ideal candidates will have an Associate degree in IT, 3 years of help desk experience, and the ability to work independently or in a team.