Helpdesk Support Specialist

iQuasar, LLC; Fort Leavenworth (KS); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) matching plan

Health, Vision, and Dental Insurance

Paid time off

Employee Stock Ownership Program (ESOP)

Education Assistance

Job summary

iQuasar, LLC in Fort Leavenworth, Kansas is seeking a Help Desk Support Specialist to provide technical support to CGSC students and staff using the Canvas/ASU Ecosystem LMS. The specialist will manage incoming help desk tickets across various levels of priority.

The ideal candidate must possess strong customer service and troubleshooting skills, along with experience in help desk environments. This position offers a comprehensive benefits package and encourages independent work.

Qualifications

• Experience with Canvas LMS or comparable Learning Management Systems.
• Familiarity with help desk ticketing systems and support workflows.
• U.S. Citizenship (required for NIPRNET access).
• Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check.
• Strong customer service and troubleshooting skills.
• Ability to work independently and prioritize competing requests.

Responsibilities

• Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four hours of receipt.
• Resolve tickets within three business days, 98% of the time.
• Maintain and report monthly ticketing statistics to the Site Lead.

Skills

Customer service skills

Troubleshooting skills

Knowledge of Canvas LMS

Experience with help desk ticketing systems

Job description

Position Summary

The Help Desk Support Specialist provides on‑premises and virtual technical support to CGSC students, administrators, Course Directors, staff, and faculty using the Canvas/ASU Ecosystem LMS. Specialists receive, triage, and resolve incoming tickets across three support tiers: Student Assistance, Administrative Support, and Course Director Administrative Support in accordance with PWS performance standards.

Minimum Qualifications

• Experience with Canvas LMS or comparable Learning Management Systems.


• Familiarity with help desk ticketing systems and support workflows.


• U.S. Citizenship (required for NIPRNET access).


• Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check.


• Strong customer service and troubleshooting skills.


• Ability to work independently and prioritize competing requests.

Key Responsibilities

• Ticket Management
  
  
  
  • Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four (4) hours of receipt (100% compliance required).
  
  
  • Resolve tickets within three (3) business days, 98% of the time.
  
  
  • Log remediation steps, reasons for delay, and expected completion timeframes for tickets exceeding standard resolution time; report weekly to COR.
  
  
  • Maintain and report monthly ticketing statistics to the Site Lead for submission to the COR.
  
  
  
  


• Support Tiers & Priority Levels
  
  
  
  • Student Assistance (Lowest priority): Analytics, announcements, course content access, discussions, grades, assignments, quizzes, groups, web conferences. Elevate to medium priority when a student cannot access system resources.
  
  
  • Administrative Support (Medium priority): Account‑level settings, admin analytics, user management, course creation/modification, grading tools, blueprint courses, SIS data, and more. Elevate to high priority when faculty cannot access or interact with student grades.
  
  
  • Course Director Administrative Support (Highest priority): Analytics, course content, student grades, reports, quiz submission logs, SIS data, and user information for Course Directors.
  
  
  
  

General Duties

• Maintain a professional appearance consistent with a business casual academic environment.


• Clearly identify themselves by name and company affiliation in all interactions (phone, email, in‑person).


• Safeguard all Government equipment, information, and property at the close of each work period.


• Report suspicious activities to security personnel immediately.

Benefits

• 401(k) matching plan


• Competitive salary


• Health, Vision, and Dental Insurance


• Paid time off


• Medical, Dental, Vision Insurance


• Paid Holiday/Annual/Sick/Personal Leave


• Short-Term/ Long-Term Disability Insurance


• Disability Insurance


• Life Insurance


• Employee Stock Ownership Program (ESOP)


• Generous 401(k) Company Plan


• Education Assistance


• Professional Development Programs Reimbursement

Equal Opportunity Employer

iQuasar Company is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental status, veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, other non‑merit factors, or any other applicable characteristics protected by law.