Diary/Helpdesk Specialist

Role Overview

The Diary/Helpdesk Specialist ensures the technical accuracy of the organization's personnel records by managing the manual and electronic entry of educational achievements.

General Skillset

• Experience with Microsoft Office
• Verbal and written communication skills
• Ability to work both collaboratively and individually
• Critical Thinking Skills
• Ability to give presentations and briefings as needed

Specific Skillset

Responsible for managing official academic and personnel records via enterprise manpower web services. Candidates will:

• Construct and electronically submit official personnel entries
• Scan and enter diplomas or certificates directly into official personnel files
• Correct erroneous education entries on monthly transaction reports
• Generate bulk manpower and ad hoc reports using enterprise data stores to track student progress and validate system transactions
• Manually submit resident and blended learning diplomas into official files
• Verify or correct Continuing Education Unit (CEU) points

Additionally, this position requires:

• Answering help desk phone calls
• Establishing e-learning accounts
• Provide tier I/II troubleshooting for courseware functionality
• Provide tier II troubleshooting for student issues related to courseware functionality and/or e-learning ecosystem functionality received from users or escalated trouble tickets

Responsibilities

Specialists will submit and track issues in the ticketing software and redirect specific learning system issues to the appropriate support tiers. Serves as the primary point of contact for users, answering help desk calls and providing initial tier I troubleshooting for distance learning coursework. Responsibilities include:

• Utilizing ticketing software to submit, track, work on, and resolve user-reported system issues or escalating them to higher tiers
• Provide password reset support
• Process routine requests involving enrollment, disenrollment, waivers, grade changes, and official transcripts
• Respond to inquiries generated through the enterprise website
• Analyze ticket trends to recommend commonly reported issues for the development of self-help tutorials to reduce overall call volume

Requirements

Education & Certifications

• Associate's Degree in IT, Business Administration, or a related field
• DoD 8140/8570.01-M IAT Level II (e.g., CompTIA Security+ CE)
• HDI Customer Service Representative

Experience Requirements

• 1-2 years IT Helpdesk experience preferred

Pay

$60,000-$70,000

Benefits

• Health, dental, and vision insurance
• 401(k) plan with company matching
• Flexible Spending Accounts (FSA)
• Company-funded disability and life insurance
• Paid time off (PTO) and company-paid holidays
• Employee Assistance Program (EAP)
• Educational assistance and parental leave