Help Desk Specialist

Concept Plus, LLC

92d

About The Position

The Help Desk Specialist delivers Tier‑1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course‑related needs across the WarU Learning Management System and its connected tools.

Requirements

• Strong written and verbal communication ability
• Solid computer proficiency and comfort navigating technical issues
• Experience in help‑desk, customer service, call center, or similar support environments; email support experience is beneficial
• Familiarity with Microsoft Office tools, especially Outlook, Word, and Excel
• Associate degree or higher
• Must meet eligibility requirements to obtain a Public Trust clearance

Nice To Haves

• Prior customer service experience (minimum one year) is desirable
• Familiarity with service management tools such as ServiceNow

Responsibilities

• Deliver responsive, high‑quality customer assistance in a fast‑paced setting that supports a broad population of learners, instructors, and staff
• Handle incoming calls, emails, and help‑desk tickets from users seeking support
• Follow up on outstanding issues to ensure timely and complete resolution
• Enter accurate details of all interactions into a web‑based ticketing and tracking platform
• Assist with account access issues, system navigation, course enrollment management, login problems, and general troubleshooting within WarU’s virtual training environment
• Communicate with professionalism and empathy to de‑escalate difficult situations and guide users toward solutions
• Organize workload effectively to meet established service and performance benchmarks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree