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

TekSynap

Helpdesk Specialist

Albuquerque, NM · On-site

HS 2-4 years, BS 1-2 Years, MS 0-1 years * 8570 IAT II level certification, i.e. active Security + CE Overview We are seeking a Help Desk Specialist to provide technical support for our customer ...

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$12

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$32

How much do help desk jobs pay per hour?

As of May 31, 2026, the average hourly pay for help desk in Rio Rancho, NM is $21.91, according to ZipRecruiter salary data. Most workers in this role earn between $18.22 and $24.57 per hour, depending on experience, location, and employer.

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

To thrive as a Help Desk professional, you need a solid understanding of computer hardware, software troubleshooting, and strong problem-solving skills, often supported by a relevant IT degree or certification such as CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and knowledge base platforms is typically required. Excellent communication, patience, and customer service orientation are crucial soft skills for effectively assisting users. These competencies ensure timely technical support, user satisfaction, and efficient resolution of IT issues within an organization.

What are some common challenges faced by Help Desk professionals, and how can they effectively manage them?

Help Desk professionals often encounter challenges such as handling a high volume of support requests, dealing with frustrated users, and balancing multiple priorities. To manage these effectively, it's important to develop strong communication and time management skills, maintain a calm and empathetic demeanor, and stay organized through ticketing systems. Many teams also offer training and peer support to help staff stay updated on new technologies and procedures, making it easier to resolve issues efficiently while maintaining a positive customer experience.

What are Help Desk jobs?

Help Desk jobs involve providing technical support and assistance to users experiencing issues with computer systems, software, or hardware. Professionals in these roles typically respond to customer inquiries, troubleshoot problems, and resolve technical issues either remotely or in person. They document incidents, escalate complex issues when necessary, and may also assist with setting up equipment or software. Help Desk staff play a critical role in ensuring smooth IT operations and maintaining productivity by minimizing downtime for users.

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

AspectHelp DeskTechnical Support Specialist
CredentialsTypically requires a high school diploma or equivalent; certifications like CompTIA A+ are commonOften requires similar certifications; some roles prefer additional certifications like Network+ or vendor-specific certs
Work EnvironmentOffice or remote; front-line support for end-usersOffice or remote; more specialized technical troubleshooting
Employer & Industry UsageUsed across various industries for user supportCommon in IT, tech companies, and service providers
Search & Comparison IntentHigh overlap; both support end-users with technical issues

Help Desk and Technical Support Specialist roles share many similarities, including work environment and required certifications. However, Help Desk positions typically focus on general user support and troubleshooting, while Technical Support Specialists often handle more complex technical issues. Both roles are essential in IT support structures and serve as entry points for technical assistance in organizations.

More about Help Desk jobs
What are the most commonly searched types of Help Desk jobs in Rio Rancho, NM? The most popular types of Help Desk jobs in Rio Rancho, NM are:
What are popular job titles related to Help Desk jobs in Rio Rancho, NM? For Help Desk jobs in Rio Rancho, NM, the most frequently searched job titles are:
What job categories do people searching Help Desk jobs in Rio Rancho, NM look for? The top searched job categories for Help Desk jobs in Rio Rancho, NM are:
What cities near Rio Rancho, NM are hiring for Help Desk jobs? Cities near Rio Rancho, NM with the most Help Desk job openings:
Help Desk jobs near you
Help Desk Manager

Help Desk Manager

Edgewater Federal Solutions, Inc.

Albuquerque, NM • On-site

Full-time

Posted 19 days ago

Job description

Overview
The Help Desk Manager leads day-to-day service desk operations supporting Agency end users and IT services. This role manages Tier I/II support teams, ensures consistent incident/request handling, and drives service quality, customer satisfaction, and operational discipline. The Help Desk Manager coordinates with cybersecurity, infrastructure, and program management stakeholders to ensure support activities align with security requirements, configuration/change control, and audit-ready documentation expectations under the strategic oversight of the Agency CIO/PMO.
Responsibilities
  • Manage Tier I/II help desk operations, including staffing, schedules, workload balancing, and escalation paths to ensure timely resolution of incidents and service requests.
  • Own and enforce incident management processes (triage, prioritization, escalation, communications, and closure), ensuring tickets contain complete and accurate resolution documentation.
  • Drive customer service excellence through defined service standards, user communications, and continuous improvement based on ticket trends and stakeholder feedback.
  • Coordinate with cybersecurity staff on security-related tickets (e.g., suspected phishing, endpoint issues, access concerns) and ensure escalations support timely response and containment.
  • Support configuration management and change control by ensuring support procedures reflect approved changes, tracking user-impacting changes, and maintaining documentation for repeatable execution.
  • Maintain and improve knowledge management (knowledge base articles, FAQs, runbooks) to increase first-contact resolution and reduce recurring issues.
  • Support audit readiness and documentation by maintaining service desk records, standard operating procedures, and evidence artifacts needed for internal reviews and external audits.
  • Track and report help desk performance metrics (e.g., volume, response/resolution times, backlog, customer satisfaction) and provide recurring status updates to the Agency CIO/PMO and stakeholders as required.
  • Coordinate onboarding/offboarding support activities in alignment with access provisioning processes and privileged access governance requirements.
  • Contribute to security training and awareness by reinforcing safe computing practices, routing training needs, and supporting end-user communications for policy or procedure updates.

Qualifications
Required Qualifications
  • Bachelor's degree or equivalent experience.
  • 5+ years of experience managing Tier I/II support teams.
  • ITIL Foundation certification preferred.
  • Strong customer service and incident management skills.
  • Demonstrated ability to manage service delivery, escalations, and stakeholder communications in a regulated or compliance-oriented environment.

Preferred Qualifications
  • Experience operating within formal IT service management (ITSM) environments, including service catalog, SLAs, and continual service improvement.
  • Experience with ticketing/ITSM platforms and reporting dashboards; ability to define and operationalize meaningful service metrics.
  • Familiarity with endpoint management, identity/access processes, and coordination with cybersecurity teams for security-related incidents.
  • Experience supporting configuration/change management processes and documenting repeatable procedures and runbooks.
  • Experience developing knowledge base content and end-user communications, including support for training and awareness initiatives.

Core Competencies and Deliverables
  • Help desk operating procedures, escalation matrix, and service desk runbooks.
  • Knowledge base articles and standard response templates to improve first-contact resolution.
  • Recurring performance reports (ticket volume, trends, backlog, SLA performance, customer satisfaction) with improvement actions.
  • Audit-ready service desk evidence (ticket records, SOPs, training/communications artifacts as applicable).
  • Operational coordination artifacts for onboarding/offboarding and access-related support (as applicable to Agency processes).

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
  • The employee must occasionally lift and/or move up to fifteen (15) pounds.
  • May require more than 40 hours per week to perform the essential duties of the position.
  • Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • May work prolonged or irregular hours.
  • Frequent local travel; occasional statewide or out-of-state travel.
  • The noise level in the work environment is usually moderate.
  • Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:
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 Companies since 2018.
Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law.

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