Help Desk Specialist - Learning Platform Support & Growth

Concept Plus, LLC; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, and vision insurance

Paid time off

11 paid holidays

Performance bonus

Tuition reimbursement

Unlimited training

Job summary

Concept Plus, LLC is seeking a Help Desk Specialist to deliver Tier‑1 support for WarU Learning Management System and connected tools. This role involves assisting a large user community of learners, instructors, and staff.

You will handle calls, emails, and tickets, navigate the system, resolve issues, manage account access, and guide users through enrollment and login problems with professionalism and empathy.

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

Responsibilities

• 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

Skills

Communication

Computer proficiency

Help desk experience

MS Office

Associate degree

Customer service

ServiceNow

Public Trust eligibility

Email support

Education

Associate degree or higher

Tools

ServiceNow

Job description

Concept Plus, LLC is seeking a Help Desk Specialist to deliver Tier‑1 support for WarU Learning Management System and connected tools. This role involves assisting a large user community of learners, instructors, and staff.

You will handle calls, emails, and tickets, navigate the system, resolve issues, manage account access, and guide users through enrollment and login problems with professionalism and empathy.