Help Desk Specialist

Job Description

REQUIREMENTS

• Strong written and verbal communication ability
• Solid computer proficiency and comfort navigating technical issues
• Experience in help‑desk, customer service, call center, or similar support environments; email support experience is beneficia
• Familiarity with Microsoft Office tools, especially Outlook, Word, and Excel
• Associate degree or higher
• Prior customer service experience (minimum one year) is desirable
• Familiarity with service management tools such as ServiceNow
• Must meet eligibility requirements 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 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

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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