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# Help Desk Specialist

- **Company:** Concept Plus
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Computer Literacy, Learning Management Systems, Microsoft Office, Web Navigation, Servicenow
- **Published:** May 13, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8910799/help-desk-specialist

## About the Role

* 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

## Description

The Help Desk Specialist delivers Tier-1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course-related needs across the WarU Learning Management System and its connected tools

What you'll do

 * 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


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