Help Desk Specialist

Role Overview

The Tier 1 Help Desk Specialist serves as the primary interface for users encountering basic technical or administrative issues. The role focuses on the rapid resolution of access issues and initial troubleshooting of the eLearning Ecosystem.

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

• Serves as the primary point of contact for users, answering help desk calls and providing initial tier I troubleshooting for distance learning coursework.
• 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

• High School Diploma or GED
• DoD 8140/8570.01-M IAT Level I (e.g., CompTIA A+)
• HDI Customer Service Representative

Experience Requirements

• 1-2 years IT Helpdesk experience preferred

Pay

$55,000-$65,000

Schedule

Full Time, Onsite, Monday - Friday

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