Help Desk Specialist- Remote (DC, MD, VA- Locals only)

Swingtech • Remote (MD, US), MD

1d • Remote

About The Position

Swingtech Consulting, Inc. is seeking a customer-focused Help Desk Specialist to support user assistance, issue resolution, ticket tracking, and customer support activities for federal training and learning management programs. The role is remote, with occasional travel to Baltimore, Maryland, and is limited to local candidates in DC, Maryland, and Virginia.

The position supports users of web-based training platforms and learning management systems. It responds to inquiries, troubleshoots access and training-related issues, documents resolutions, and coordinates with technical or program teams when additional support is needed. The ideal candidate has strong communication skills, patience, attention to detail, and the ability to support users professionally in a federal program environment.

Requirements

• High school diploma or equivalent required.
• At least 2 years of experience providing help desk, customer support, technical support, or user assistance in a professional environment.
• Experience supporting web-based applications, learning management systems, training platforms, or enterprise systems.
• Ability to troubleshoot common user access, navigation, account, and application support issues.
• Experience documenting support requests, resolutions, and issue status in a ticketing or tracking system.
• Strong customer service skills and ability to support users with varying levels of technical experience.
• Strong written and verbal communication skills.
• Excellent attention to detail and ability to follow standard operating procedures.
• Ability to manage multiple support requests and prioritize work effectively.
• Ability to work independently and collaboratively in a remote environment.

Nice To Haves

• Associate’s or bachelor’s degree in Information Technology, Business, Communications, Education, or a related field.
• Experience supporting federal, healthcare, training, or learning management programs.
• Familiarity with LMS-related user issues such as enrollment, course completion, certificates, transcripts, assessments, and training plans.
• Experience supporting help desk reporting, ticket trend analysis, or service metrics.
• Familiarity with Section 508 accessibility or accessibility-aware user support practices.
• Experience developing or maintaining FAQs, job aids, knowledge base articles, or user support documentation.
• Familiarity with privacy, security, or records-handling expectations in regulated environments.

Responsibilities

• Provide help desk and user support for web-based training platforms, learning management systems, and related applications.
• Respond to user inquiries through email, phone, ticketing systems, or other approved support channels.
• Acknowledge, document, prioritize, and help resolve support requests within required service timeframes.
• Troubleshoot common issues related to account access, login problems, course access, training completion, transcripts, certificates, and platform navigation.
• Escalate technical issues, defects, or system-related problems to appropriate technical teams when needed.
• Track support requests, resolutions, recurring issues, and user feedback in the approved ticketing or tracking system.
• Maintain accurate ticket data, issue categories, resolution notes, and trend information to support monthly help desk reporting.
• Provide clear and professional written and verbal communication to users and stakeholders.
• Assist with developing and maintaining help desk procedures, user guidance, FAQs, knowledge base articles, and support documentation.
• Coordinate with program staff, technical teams, and training teams to resolve user issues and improve support processes.
• Support accessibility-aware user assistance and ensure communications and support materials are clear and usable.
• Identify recurring support trends and recommend improvements to reduce ticket volume and improve user experience.
• Maintain confidentiality and follow applicable privacy, security, and customer support procedures.

Benefits

• 15 PTO days
• 11 paid holidays
• Medical insurance with three options, including an HSA with a $600 employer contribution
• Dental insurance with no age limit for orthodonture
• Vision insurance through EyeMed with in- and out-of-network coverage
• Short-term and long-term disability coverage with 100% premium support
• Life insurance and AD&D with 100% premium support
• Supplemental life insurance
• Critical care and accident insurance availability
• Pet insurance through Nationwide
• Employee Assistance Program
• 401(k) enrollment from day one, with a 4% company deferral
• $1,500 annual training budget
• $1,500 referral bonus
• Eligibility for annual merit and discretionary bonus
• Flexible work arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED