Help Desk Specialist

About the role

The Help Desk Specialist provides Tier‑1 support for the Warfighting Acquisition University’s online learning ecosystem. You will assist a large community of learners, instructors, and staff by guiding them through system navigation, resolving technical issues, and supporting account and course‑related needs.

Key responsibilities

• Deliver responsive, high‑quality assistance via phone, email, and ticketing system.
• Log and track all interactions in a web‑based ticketing platform.
• Resolve account access problems, login issues, course enrollment, and general troubleshooting within the virtual training environment.
• Follow up on open tickets to ensure timely and complete resolution.
• Communicate professionally and empathetically to de‑escalate difficult situations.
• Organize workload to meet service and performance benchmarks.

Required profile

• Strong written and verbal communication skills.
• Solid computer proficiency and comfort navigating technical issues.
• Experience in help‑desk, customer service, call‑center, or similar support environments (email support a plus).
• Associate degree or higher; at least one year of prior customer‑service experience preferred.
• Eligibility to obtain a Public Trust clearance.

Required skills

• Microsoft Office suite (Outlook, Word, Excel).
• ServiceNow or similar service‑management tool.

What we offer

• Competitive pay and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid life insurance, paid time off, and 11 paid holidays.
• Tuition reimbursement and unlimited training opportunities.
• A collaborative, flexible, and innovative work environment.