Help Desk 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 Help Desk Specialist. 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.

Requirements

High School Diploma or GED
DoD 8140/8570.01-M IAT Level I (e.g., CompTIA A+)
HDI Customer Service Representative
1-2 years IT Helpdesk experience preferred
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

Responsibilities

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