Help Desk Specialist – Tier 1 for WarU Learning LMS

Concept Plus; California; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Paid holidays

Performance bonus

Tuition reimbursement

Training opportunities

Job summary

Concept Plus is seeking a Help Desk Specialist to deliver Tier‑1 support for WarU Learning Management System and related tools. You will assist a large user community with navigation, account and course issues, and general troubleshooting within a fast‑paced environment.

The role requires strong communication, basic tech troubleshooting, and prior help‑desk experience. Eligibility for Public Trust clearance is needed. Competitive benefits and a collaborative work culture are offered.

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 beneficial.
• 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 skills

Customer service experience

Problem solving

Technical troubleshooting

Education

Associate degree or higher

Tools

MS Office

ServiceNow

Job description

Concept Plus is seeking a Help Desk Specialist to deliver Tier‑1 support for WarU Learning Management System and related tools. You will assist a large user community with navigation, account and course issues, and general troubleshooting within a fast‑paced environment.

The role requires strong communication, basic tech troubleshooting, and prior help‑desk experience. Eligibility for Public Trust clearance is needed. Competitive benefits and a collaborative work culture are offered.