Diary/Helpdesk Specialist

Linchpin Solutions Inc•quantico, VA

11d•Onsite

About The Position

If you are looking for an exciting career opportunity in the IT, engineering, software development, logistics, and project management fields, Linchpin Solutions is the place to be! We are currently hiring for a dynamic and experienced Diary/Helpdesk Specialist. This role ensures the technical accuracy of the organization's personnel records by managing the manual and electronic entry of educational achievements. The position requires a Secret Eligible clearance.

Requirements

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 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
1-2 years IT Helpdesk experience preferred

Responsibilities

Managing official academic and personnel records via enterprise manpower web services.
Constructing and electronically submitting official personnel entries.
Scanning and entering diplomas or certificates directly into official personnel files.
Correcting erroneous education entries on monthly transaction reports.
Generating bulk manpower and ad hoc reports using enterprise data stores to track student progress and validate system transactions.
Manually submitting resident and blended learning diplomas into official files.
Verifying or correcting Continuing Education Unit (CEU) points.
Answering help desk phone calls.
Establishing e-learning accounts.
Providing tier I/II troubleshooting for courseware functionality.
Providing tier II troubleshooting for student issues related to courseware functionality and/or e-learning ecosystem functionality received from users or escalated trouble tickets.
Submitting and tracking issues in the ticketing software and redirecting specific learning system issues to the appropriate support tiers.
Serving 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.
Providing password reset support.
Processing routine requests involving enrollment, disenrollment, waivers, grade changes, and official transcripts.
Responding to inquiries generated through the enterprise website.
Analyzing ticket trends to recommend commonly reported issues for the development of self-help tutorials to reduce overall call volume.