Help Desk Specialist
If you are looking for an exciting career opportunity in the IT, engineering, software development, logistics, and project management fields, Linchpin Solutions is the place to be! We are currently hiring for a dynamic and experienced Help Desk Specialist.
Clearance: Active Public Trust or higher
Work Schedule: Full Time, Onsite, Monday - Friday
Role Overview:
The Tier 1 Help Desk Specialist serves as the primary interface for users encountering basic technical or administrative issues. The role focuses on the rapid resolution of access issues and initial troubleshooting of the eLearning Ecosystem.
General Skillset
- Experience with Microsoft Office
- Verbal and written communication skills
- Ability to work both collaboratively and individually
- Critical Thinking Skills
- Ability to give presentations and briefings as needed
Specific Skillset
Serves as the primary point of contact for users, answering help desk calls and providing initial tier I troubleshooting for distance learning coursework. Responsibilities include:
- Utilizing ticketing software to submit, track, work on, and resolve user-reported system issues or escalating them to higher tiers
- Provide password reset support
- Process routine requests involving enrollment, disenrollment, waivers, grade changes, and official transcripts
- Respond to inquiries generated through the enterprise website
- Analyze ticket trends to recommend commonly reported issues for the development of self-help tutorials to reduce overall call volume