Senior Help Desk Specialist: Complex IT & LMS Support

Stellar Virtual; Piemonte; On-site; EUR 45,000 - 68,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k) with match

Supplemental insurance

FSA / HSA

Two closure weeks

Company holidays

Job summary

Stellar Virtual seeks an experienced Help Desk Specialist to manage complex Tier 2 escalations, analyze system performance, and implement robust IT solutions for students, parents, and staff.

You will govern access control, security protocols, and create SOPs, training materials, and effective documentation for ongoing support. The role requires independent judgment and strong collaboration with vendor partners.

Qualifications

• At least three years of experience in IT help desk, technical support, or systems administration.
• Advanced proficiency with Windows, macOS, Chrome OS, and Google Workspace for Education.
• Experience with LMS and enterprise IT management systems.
• Familiarity with Zendesk, Jira, ServiceNow and remote administration tools.

Responsibilities

• Independently evaluate, prioritize, and resolve Tier 2 escalations using the Stellar Virtual IT ticketing system.
• Diagnose non-routine system anomalies and implement permanent technical solutions for end-users.
• Analyze recurring issues to identify infrastructure problems and propose improvements.
• Manage user access, authentication, and security per data privacy regulations across Stellar Virtual platforms.
• Create and maintain technical documentation, SOPs, and training materials for staff and Tier 1 support.
• Act as primary liaison for major Stellar Virtual initiatives, ensuring secure enrollments and migrations.
• Collaborate with vendors, software engineers, and IT leadership on new educational technologies.
• Lead technical training sessions for staff on enterprise hardware and software.

Skills

Windows troubleshooting

macOS troubleshooting

Chrome OS troubleshooting

Google Workspace for Education

LMS administration

Ticketing systems

Remote administration tools

Analytical thinking

Communication skills

Independent work

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Zendesk

Jira

ServiceNow

Job description

Stellar Virtual seeks an experienced Help Desk Specialist to manage complex Tier 2 escalations, analyze system performance, and implement robust IT solutions for students, parents, and staff.

You will govern access control, security protocols, and create SOPs, training materials, and effective documentation for ongoing support. The role requires independent judgment and strong collaboration with vendor partners.