Personnel Records Support Specialist

Linchpin Solutions Inc•Quantico, VA

7d•Onsite

About The Position

Linchpin Solutions is seeking a dynamic and experienced Personnel Records Support Specialist to ensure the technical accuracy of the organization's personnel records. This role involves managing the manual and electronic entry of educational achievements, maintaining official academic and personnel records, and providing Tier I/II troubleshooting for courseware functionality. The specialist will serve as the primary point of contact for users, handling help desk calls, processing routine requests, and analyzing ticket trends to improve self-help resources.

Requirements

Active Secret clearance
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

Manage official academic and personnel records via enterprise manpower web services.
Construct and electronically submit official personnel entries.
Scan and enter diplomas or certificates directly into official personnel files.
Correct erroneous education entries on monthly transaction reports.
Generate bulk manpower and ad hoc reports using enterprise data stores to track student progress and validate system transactions.
Manually submit resident and blended learning diplomas into official files.
Verify or correct Continuing Education Unit (CEU) points.
Answer help desk phone calls.
Establish e-learning accounts.
Provide tier I/II troubleshooting for courseware functionality.
Submit and track issues in ticketing software and redirect specific learning system issues to the appropriate support tiers.
Serve as the primary point of contact for users, answering help desk calls and providing initial tier I troubleshooting for distance learning coursework.
Utilize ticketing software to submit, track, work on, and resolve user-reported system issues or escalate 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.