Help Desk Specialist

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Provide assistance and support for users of web-based training platforms, learning management systems, and related applications.

• Address user inquiries via email, phone, ticketing systems, or other approved support channels.

• Acknowledge, document, prioritize, and assist in resolving support requests within designated service timeframes.

• Troubleshoot issues related to account access, login, course access, training completion, transcripts, certificates, and platform navigation.

• Escalate technical problems, defects, or system-related issues to the appropriate technical teams.

• Track support requests, resolutions, recurring issues, and user feedback using the approved ticketing or tracking system.

• Facilitate monthly help desk reporting by maintaining precise ticket data, issue categories, resolution notes, and trend information.

• Deliver clear and professional written and verbal communication to users and stakeholders.

• Assist in the development of help desk procedures, user guidance, FAQs, knowledge base articles, and support documentation.

• Collaborate with program staff, technical teams, and training teams to resolve user issues and enhance support processes.

• Ensure accessibility-aware user assistance and that communications and support materials are clear and user-friendly.

• Identify recurring support trends and suggest improvements to decrease ticket volume and enhance user experience.

• Maintain confidentiality and adhere to applicable privacy, security, and customer support protocols.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate’s or bachelor’s degree in Information Technology, Business, Communications, Education, or a related field is preferred.

• A minimum of 2 years of experience in providing help desk, customer support, technical support, or user assistance in a professional setting.

• Experience in supporting web-based applications, learning management systems, training platforms, or enterprise systems.

• Ability to troubleshoot common issues related to user access, navigation, accounts, and applications.

• Experience in documenting support requests, resolutions, and issue status in a ticketing or tracking system.

• Strong customer service skills with the ability to assist users of varying technical proficiency.

• Excellent written and verbal communication abilities.

• High attention to detail and capability to follow standard operating procedures.

• Ability to manage multiple support requests and prioritize tasks effectively.

• Capacity to work independently and collaboratively in a remote setting.

• Experience in supporting federal, healthcare, training, or learning management programs is preferred.

• Familiarity with LMS-related user issues such as enrollment, course completion, certificates, transcripts, assessments, and training plans is preferred.

• Experience in supporting help desk reporting, ticket trend analysis, or service metrics is preferred.

• Familiarity with Section 508 accessibility or accessibility-aware user support practices is preferred.

• Experience in developing or maintaining FAQs, job aids, knowledge base articles, or user support documentation is preferred.

• Familiarity with privacy, security, or records-handling expectations in regulated environments is preferred.

• Local residency in DC, MD, or VA is required as per the posting.

🏝️ Benefits

• 15 PTO days.

• 11 paid holidays.

• Medical Insurance with 3 options, including HSA with a $600 Employer Contribution.

• Dental Insurance with no age limit on orthodontics.

• Vision Insurance through EyeMed, offering both 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.

• Availability of Critical Care and Accident Insurance.

• Pet Insurance through Nationwide.

• Employee Assistance Program.

• 401(k) with enrollment from day one.

• 4% company contribution to deferrals.

• $1500 Annual Training Budget.

• $1500 Referral bonus.

• Eligibility for annual merit and discretionary bonuses.

• Flexible work arrangements.