Tier-1 Help Desk Specialist — Learning Platform Support

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

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.