Workday Help Center Technician (Tier 1)

The Tier I Workday Help Center Technician serves as the primary initial point of contact for users requesting assistance within the Workday enterprise environment. This role is dedicated to providing high-quality customer technical support, triaging incoming service requests, assisting users with self-service training resources, resolving standard inquiries on first contact, and routing complex issues to specialized support teams. The ideal candidate will combine strong customer service skills with technical aptitude in ticketing and productivity software.

This position is required to be on-site and located in Albuquerque, New Mexico.

Position Responsibilities:

• Support Intake & Triage: Serve as the first point of contact for incoming service requests, incidents, and inquiries submitted via the Workday Help automated ticketing system, email, phone, or in-person.
• First-Contact Resolution (FCR): Resolve end-user inquiries during the initial interaction whenever standard operating procedures (SOPs), scripts, or self-service documentation are available.
• Self-Service Guidance: Actively assist and empower users to navigate and utilize available self-service resources (e.g., job aids, guided learning paths, video tutorials, and Knowledge Base articles).
• Ticket Lifecycle Management: Accurately enter, update, track, and close user tickets in the Workday Case Management and Jira ticketing platforms, ensuring clear, concise, and professional technical notes are maintained at each lifecycle stage.
• Escalation Processing: Efficiently route, assign, and escalate complex technical issues (such as advanced Workday Learning/LMS discrepancies or tenant configuration issues) to Tier II/III Case Solvers or specialized support leads.
• SLA Adherence: Maintain proactive communication with users and adhere strictly to established target response, acknowledgment, and resolution times for assigned Tier I requests.
• SOP Compliance: Perform all duties according to established guidelines, IT department policies, and technical SOPs.
• Operational Flexibility: Adapt to evolving organizational needs by performing other related duties, administrative support, or tasks as assigned by management to support general Help Center operations.

Degree/Education/Certification Requirements:

• Productivity Software: High proficiency with Microsoft 365 applications, including Outlook (calendar and email management), Excel (data tracking and basic formatting), Word (documentation), and Teams (collaborative chat and virtual meetings).
• Customer Service: Excellent organizational, written, and verbal communication skills with a strong dedication to patient, professional, and empathetic customer service.
• Troubleshooting: Strong basic technical troubleshooting, logical diagnostics, and problem-solving skills.
• Process Adherence: Demonstrated ability to read, follow, and maintain technical documentation, checklists, and standard operating procedures (SOPs).
• Adaptability: Ability to work productively both independently and as a collaborative, supportive member of an active IT helpdesk team.

DESIRED SKILLS & EXPERIENCE

• Ticketing Systems: Practical experience using enterprise helpdesk ticketing platforms (e.g., Workday Case Management, Jira Service Desk, or ServiceNow).
• LMS/Workday Exposure: Prior basic experience or familiarity navigating Workday self-service modules or Learning Management Systems (LMS) is highly valued.

DEGREE / EDUCATION / EXPERIENCE REQUIREMENTS

• Education & Experience: Associate’s degree in Computer Science, Business Administration, or a related field, OR a minimum of 2 years of directly related work experience in a call center, technical customer service, or IT helpdesk environment.