LSS/Helpdesk Specialist

Role Overview

The Help Desk Specialist manages day-to-day operations for the Learning Support System section, providing high-level technical expertise for Moodle and the broader eLearning Environment. This role focuses on account management and troubleshooting to support students, staff, and instructors across the enterprise.

General Skillset

• Experience with Microsoft Office
• Verbal and written communication skills
• Ability to work both collaboratively and individually
• Critical Thinking Skills
• OPSEC
• CUI Training

Specific Responsibilities

• Oversee day-to-day help desk section activities and establish user accounts for learning support systems and enterprise e-learning programs
• Submit, track, and resolve user issues using trouble-ticketing software, escalating problems when necessary
• Answer help desk phone calls
• Assist users with enrollment
• Place students into appropriate seminar course sites
• Process waivers or equivalency requests
• Provide tier I and tier II troubleshooting for online coursework issues
• Respond to technical or policy inquiries regarding distance learning and professional military education

Additional Duties

• Perform tier I testing for newly developed systems
• Generate temporary password resets
• Support international student account creation
• Assist in the development of help desk tutorials and training tools

Education & Certifications

• Associate's Degree in IT, Business Administration, or a related field
• Moodle Admin Basics
• HDI Support Center Analyst

Experience Requirements

• 2-3 years of administrative 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

Work Schedule

Full Time, Onsite, Monday - Friday