Help Desk Specialist

conceptplus; Washington; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

Dental insurance

Vision insurance

Paid life insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Collaborative environment

Job summary

Concept Plus is seeking a Help Desk Specialist to deliver Tier-1 support for the Warfighting Acquisition University's online learning ecosystem. You will assist a large user community by guiding system navigation and resolving technical challenges across WarU LMS and connected tools.

The role involves handling calls, emails, and tickets, following up to ensure complete resolution, and documenting interactions in a ticketing system.

Qualifications

• Associate degree or higher required.
• Experience in help-desk or customer service environments.
• Familiarity with ServiceNow essential.

Responsibilities

• Deliver responsive, high-quality customer assistance in a fast-paced setting.
• Handle calls, emails, and help-desk tickets from users seeking support.
• Follow up on outstanding issues to ensure timely and complete resolution.
• Enter accurate details of all interactions into a web-based ticketing and tracking platform.
• Assist with account access issues, system navigation, course enrollment management, login problems, and general troubleshooting within WarU’s virtual training environment.
• Communicate with professionalism and empathy to de-escalate difficult situations and guide users toward solutions.
• Organize workload effectively to meet established service and performance benchmarks.

Skills

Strong communication

Computer proficiency

Help-desk/customer service experience

MS Office proficiency

Education

Associate degree or higher

Tools

ServiceNow

Job description

About Concept Plus

Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.

Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.

• competitive pay
• comprehensive health, dental, and vision insurance
• paid life insurance
• paid time off
• 11 paid holidays
• performance bonuses
• tuition reimbursement
• unlimited training
• the opportunity to thrive in a collaborative, flexible, and innovative environment

For more information, visit www.conceptplus.com.

About the role

The Help Desk Specialist delivers Tier-1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course-related needs across the WarU Learning Management System and its connected tools

What you'll do

• Deliver responsive, high-quality customer assistance in a fast-paced setting that supports a broad population of learners, instructors, and staff
• Handle incoming calls, emails, and help-desk tickets from users seeking support
• Follow up on outstanding issues to ensure timely and complete resolution
• Enter accurate details of all interactions into a web-based ticketing and tracking platform
• Assist with account access issues, system navigation, course enrollment management, login problems, and general troubleshooting within WarU’s virtual training environment
• Communicate with professionalism and empathy to de-escalate difficult situations and guide users toward solutions
• Organize workload effectively to meet established service and performance benchmarks

Qualifications

• Strong written and verbal communication ability
• Solid computer proficiency and comfort navigating technical issues
• Experience in help-desk, customer service, call center, or similar support environments; email support experience is beneficia
• Familiarity with Microsoft Office tools, especially Outlook, Word, and Excel
• Associate degree or higher
• Prior customer service experience (minimum one year) is desirable
• Familiarity with service management tools such as ServiceNow
• Must meet eligibility requirements to obtain a Public Trust clearance

Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.