Virtual Help Desk & Data Specialist

The Virtual Help Desk & Data Specialist serves as a central point of contact for customer support, ticket coordination, and data-related services. This role combines technology troubleshooting, customer service, workflow management, and data administration to support both our clients and internal team.

This position serves as both a skilled troubleshooter and a ticket dispatcher, helping resolve customer issues while ensuring requests are efficiently routed to the appropriate Twin Lakes team members. The role requires a strong virtual presence, exceptional communication skills, attention to detail, and a commitment to delivering an outstanding customer experience.

ResponsibilitiesVirtual Help Desk

• Serve as a primary point of contact for customer technology requests.
• Provide professional support through email, chat, and video meetings.
• Maintain a polished virtual presence, including communication, appearance, and meeting etiquette.
• Monitor, prioritize, create, and assign support tickets to the appropriate team members.
• Act as a dispatcher by ensuring tickets are routed based on urgency, skill level, and customer needs.
• Communicate updates, expectations, and resolutions clearly to customers.
• Assist with communication during major incidents, outages, or service disruptions.
• Help maintain high customer satisfaction, response times, and overall service quality.

Data & Administrative Support

• Assist schools with data requests, reporting, and system administration.
• Support data validation, cleanup, and accuracy initiatives.
• Create reports and provide data insights for administrators and department leaders.
• Assist with account management, rostering, and third-party system integrations.
• Maintain documentation and help improve data-related workflows and processes.
• Provide training and guidance to staff on data systems and related applications as needed.

Team Coordination

• Act as a communication hub between customers and technical staff.
• Stay informed on team schedules, assignments, and client priorities.
• Participate in process improvement initiatives and internal meetings.
• Share knowledge and assist teammates when needed.

Do you have experience in Customer support?, We're looking for a highly organized, customer-focused professional who enjoys helping others, solving problems, and working with both technology and data., * Strong customer service and communication skills.

• Excellent organization and time management abilities.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience troubleshooting technology issues.
• Professional written, verbal, and virtual communication skills.
• Ability to work independently while collaborating effectively with a team.

Preferred

• Experience supporting K-12 schools or municipal organizations.
• Familiarity with Google Workspace, Microsoft 365, and device management platforms.
• Experience with databases, reporting, or student information systems.
• Experience working in a help desk, customer support, or administrative role.

At Twin Lakes Technology, you'll work alongside a team that values growth, ownership, collaboration, and customer success. You'll gain exposure to multiple areas of technology, build meaningful relationships with clients, and make a direct impact on schools, municipalities, and the communities they serve.

If you're passionate about helping people, solving problems, staying organized, and continuously learning, we'd love to hear from you.

Pay: $42,000.00 - $50,000.00 per year

Twin Lakes Technology provides IT and data services designed specifically for schools and municipalities. We become an extension of the organizations we support, helping them improve technology, streamline operations, and better serve their communities.