Tier 1 IT Support Specialist - Learning Platform

Evolver, LLC; Reston (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Flexible Spending Account

Paid leave

Job summary

Evolver, LLC in Reston, VA seeks a Help Desk Specialist to deliver Tier1 support for the WarU Learning Management System and connected tools. You will assist a broad user base, guiding navigation, resolving technical challenges, and supporting account and course needs.

Responsibilities include handling calls and tickets, documenting interactions, and aiding with login, enrollment, and general troubleshooting while maintaining professionalism and empathy to de-escalate issues.

Qualifications

• 1 year of IT experience with computer proficiency and comfort navigating technical issues.
• 6 months of experience in helpdesk, customer service, call center, email support or similar support environments
• Associate degree or higher
• US citizen able to pass a comprehensive background check 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 helpdesk 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 deescalate difficult situations and guide users toward solutions
• Organize workload effectively to meet established service and performance benchmarks

Skills

IT experience

Helpdesk experience

Customer service

Communication skills

Education

Associate degree or higher

Tools

ServiceNow

Job description

Evolver, LLC in Reston, VA seeks a Help Desk Specialist to deliver Tier1 support for the WarU Learning Management System and connected tools. You will assist a broad user base, guiding navigation, resolving technical challenges, and supporting account and course needs.

Responsibilities include handling calls and tickets, documenting interactions, and aiding with login, enrollment, and general troubleshooting while maintaining professionalism and empathy to de-escalate issues.