Remote LMS Help Desk Specialist for Training Platforms

Swingtech; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO 15 days

Medical Insurance

Dental Insurance

Vision Insurance

401k with company match

Training budget

Job summary

Swingtech Consulting, Inc. is seeking a customer-focused Help Desk Specialist to support users of federal training and learning management systems, handling inquiries, access issues, and ticketing.

This remote role serves users of web-based training platforms, requiring clear written and verbal communication, thorough documentation, and escalation when needed.

Occasional travel to Baltimore, MD may be required to align with program teams and onboarding.

Qualifications

• High school diploma or equivalent; associate’s or bachelor’s preferred.
• At least 2 years of experience providing help desk, customer support, or user assistance in a professional environment.
• Experience supporting web-based applications, learning management systems, or enterprise training platforms.
• Ability to troubleshoot common user access, navigation, and application issues.
• Experience documenting support requests, resolutions, and status in a ticketing system.
• Strong customer service skills and ability to support users with varying levels of technical experience.
• Strong written and verbal communication skills.
• Attention to detail and ability to follow standard operating procedures.
• Ability to manage multiple support requests and prioritize work.
• Ability to work independently and collaboratively in a remote environment.

Responsibilities

• Provide help desk and user support for web-based training platforms and LMS.
• Respond to user inquiries via email, phone, ticketing systems, or other channels.
• Acknowledge, document, prioritize, and resolve support requests within service timeframes.
• Troubleshoot login, course access, transcripts, and platform navigation issues.
• Escalate technical issues to appropriate teams when needed.
• Track support requests and resolutions in the ticketing system.
• Support monthly help desk reporting with accurate data and trends.
• Provide clear written and verbal communication to users and stakeholders.
• Assist with developing and maintaining help desk procedures and knowledge base articles.
• Coordinate with program staff and technical teams to resolve issues and improve support processes.
• Support accessibility-aware user assistance and ensure usable materials.
• Identify recurring trends and recommend improvements to reduce ticket volume.

Skills

Customer service

Help desk

Ticketing systems

Communication skills

Remote work

Troubleshooting

Multi-tasking

Education

High school diploma

Associate or Bachelor’s preferred

Information Technology or related field

Tools

Ticketing systems

LMS platforms

Web-based applications

Job description

Swingtech Consulting, Inc. is seeking a customer-focused Help Desk Specialist to support users of federal training and learning management systems, handling inquiries, access issues, and ticketing.

This remote role serves users of web-based training platforms, requiring clear written and verbal communication, thorough documentation, and escalation when needed.

Occasional travel to Baltimore, MD may be required to align with program teams and onboarding.