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Help Desk Specialist Jobs in Rio Rancho, NM (NOW HIRING)

Cni

User Support Specialist II

Albuquerque, NM · On-site

The User Support Specialist II provides information technology services support for the Indian ... p desk user support environment * Working knowledge utilizing service desk software tools and ...

IC-CAP LLC

IT-IA Specialist 2 102-054

Albuquerque, NM · On-site

Perform Help Desk & troubleshooting activities * Perform Hardware/Software System Configuration ... Specialists; SAP experience Training and Certifications : * DoD 8570.01-M IAM Level II (in lieu of ...

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How much do help desk specialist jobs pay per hour?

As of Jul 14, 2026, the average hourly pay for help desk specialist in Rio Rancho, NM is $23.80, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $27.12 per hour, depending on experience, location, and employer.

What are Help Desk Specialists?

Help Desk Specialists are IT professionals who provide technical support and assistance to users experiencing issues with computer systems, software, or hardware. They act as the first point of contact for troubleshooting problems, answering queries, and resolving technical difficulties either remotely or in-person. Their responsibilities often include diagnosing issues, guiding users through solutions, escalating complex problems, and maintaining records of support requests. Help Desk Specialists play a crucial role in ensuring the smooth operation of an organization's technology infrastructure and enhancing user productivity.

What Does a Help Desk Specialist Do?

As a help desk specialist, your primary responsibilities are to troubleshoot issues with computer hardware, peripherals, and software, and to provide general IT assistance. Your job duties will vary depending on your employer. You may offer help desk support services to employees within your company, either over the phone, in person, or online via trouble tickets. You might work directly with customers through a help desk hotline, talking them through step-by-step solutions to problems they encounter using your company’s product. As a help desk specialist at a school, you may work with educators and students to troubleshoot issues with educational software.

What is the difference between Help Desk Specialist vs Technical Support Specialist?

AspectHelp Desk SpecialistTechnical Support Specialist
CertificationsCompTIA A+, HDI-SATCompTIA A+, Network+, Cisco CCNA
Work EnvironmentHelp desks, call centers, remote supportTechnical troubleshooting, on-site or remote
Industry UsageIT services, customer supportIT, networking, hardware/software support

Help Desk Specialists primarily handle general user issues, providing first-level support via phone or email. Technical Support Specialists often deal with more complex technical problems, including hardware and network troubleshooting. While both roles require similar certifications and work in IT environments, Technical Support Specialists typically handle more technical tasks and advanced issues.

What are some common challenges Help Desk Specialists face when supporting remote users?

Help Desk Specialists often encounter challenges such as diagnosing issues without physical access to the user's device, navigating varied home network setups, and communicating effectively through remote channels. Building rapport and providing clear instructions can be more difficult when troubleshooting remotely. Specialists typically use remote access tools and clear documentation to overcome these obstacles and ensure remote users receive prompt, effective support.

What are the key skills and qualifications needed to thrive as a Help Desk Specialist, and why are they important?

To thrive as a Help Desk Specialist, you need strong problem-solving abilities, technical troubleshooting skills, and a foundational knowledge of computer systems, often supported by a relevant associate degree or certifications like CompTIA A+. Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools is typically required. Excellent communication, patience, and a customer-service mindset help you resolve issues efficiently and build rapport with users. These skills ensure timely technical support, user satisfaction, and smooth IT operations within an organization.
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Help Desk Specialist jobs near you
Service Desk Technician

Service Desk Technician

Edgewater Federal Solutions, Inc.

Albuquerque, NM • On-site

Full-time

Re-posted 2 days ago

Job description

Overview
Edgewater Federal Solutions is seeking a Help Desk Specialist to support the IT program at a major national laboratory.
The service desk consist of a centralized service desk and related roles tied to user support with IT services and systems. The centralized service desk is the entry point and owner of first tiers of support (Based on Information Technology Infrastructure Library's definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support (2) creating, maintaining, and using knowledge articles and (3) performing basic troubleshooting to resolve, capture, report, or route incidents and requests.
Responsibilities
  • The responsibility of a Help Desk Specialist is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction.
  • Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
  • In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
  • The technician will be capable & effective in promoting internal education.
  • Resolve basic issues remotely that have been reported by the customer.
  • Upon completing additional training, you will move to resolve more complex issues.
  • Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
  • Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
  • Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
  • Resolve more complex hardware & software problems utilizing this additional training & expertise.
  • Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
  • Efficiently & accurately identify the customer's specific information.
  • Appropriately document all required information into the ticketing system & the knowledgebase.
  • Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
  • Meet required productivity expectations, including Service Center metrics.
  • Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
  • Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
  • Possess the capacity to work independently & effectively while maintaining positive productivity levels.
  • Maintain a positive relationship with fellow peers, cross functional teams & leadership.
  • Participate in After-Hours Support rotations, as needed (on call).
  • Other duties assigned as necessary.

Qualifications
  • HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
  • Must be US Citizen
  • Ability to obtain & maintain a U.S. Dept. of Energy Clearance

Required:
  • Related experience may be substituted for relevant education and vice versa.
  • Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
  • 6 months of customer help desk experience
  • Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

Desired:
  • Experience in the current customer environment
  • Associates Degree or bachelor's degree in information technology, or related discipline.
  • Experience with ServiceNow.
  • Experience with KCS methodology.
  • Any additional requirements determined by the Service Manager.
  • Ability to type 50+ WPM

*Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager
Examples of Relevant Certifications:
A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs
About Us:
Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.
It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

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