Helpdesk Support Specialist

IQUASAR LLC•Leavenworth, KS

6d•Onsite

About The Position

iQuasar is seeking to fill the Help Desk Support Specialist position in Fort Leavenworth, Kansas. At iQuasar, we strive to provide the next generation of cutting-edge technologies. Our growth means exciting career opportunities for talented professionals in engineering, software development, and other key areas. We offer competitive compensation and benefits including Health, Vision, and Dental Insurance, matching 401k plan, and other benefits given below, excellent training, and a vibrant working environment. Our employees are exceptional, giving us a competitive advantage by innovating solutions with a strong sense of mission and integrity. One of our Clients in Fort Leavenworth, Kansas needs a Help Desk Support Specialist for a permanent position. Position Summary The Help Desk Support Specialist provides on-premises and virtual technical support to CGSC students, administrators, Course Directors, staff, and faculty using the Canvas/ASU Ecosystem LMS. Specialists receive, triage, and resolve incoming tickets across three support tiers Student Assistance, Administrative Support, and Course Director Administrative Support in accordance with PWS performance standards.

Requirements

Experience with Canvas LMS or comparable Learning Management Systems.
Familiarity with help desk ticketing systems and support workflows.
U.S. Citizenship (required for NIPRNET access).
Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check.
Strong customer service and troubleshooting skills.
Ability to work independently and prioritize competing requests.

Responsibilities

Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four (4) hours of receipt (100% compliance required).
Resolve tickets within three (3) business days, 98% of the time.
Log remediation steps, reasons for delay, and expected completion timeframes for tickets exceeding standard resolution time; report weekly to COR.
Maintain and report monthly ticketing statistics to the Site Lead for submission to the COR.
Student Assistance (Lowest priority): Analytics, announcements, course content access, discussions, grades, assignments, quizzes, groups, web conferences. Elevate to medium priority when a student cannot access system resources.
Administrative Support (Medium priority): Account-level settings, admin analytics, user management, course creation/modification, grading tools, blueprint courses, SIS data, and more. Elevate to high priority when faculty cannot access or interact with student grades.
Course Director Administrative Support (Highest priority): Analytics, course content, student grades, reports, quiz submission logs, SIS data, and user information for Course Directors.
Maintain a professional appearance consistent with a business casual academic environment.
Clearly identify themselves by name and company affiliation in all interactions (phone, email, in-person).
Safeguard all Government equipment, information, and property at the close of each work period.
Report suspicious activities to security personnel immediately.