Diary​/Helpdesk Specialist

Description

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 Diary/Helpdesk Specialist.

The Diary/Helpdesk Specialist ensures the technical accuracy of the organization's personnel records by managing the manual and electronic entry of educational achievements.

• 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

Responsible for managing official academic and personnel records via enterprise manpower web services. Candidates will:

• Construct and electronically submit official personnel entries
• Scan and enter diplomas or certificates directly into official personnel files
• Correct erroneous education entries on monthly transaction reports
• Generate bulk manpower and ad hoc reports using enterprise data stores to track student progress and validate system transactions
• Manually submit resident and blended learning diplomas into official files
• Verify or correct Continuing Education Unit (CEU) points

• Answering help desk phone calls
• Establishing e-learning accounts
• Provide tier I/II troubleshooting for courseware functionality
• Provide tier II troubleshooting for student issues related to courseware functionality and/or e-learning ecosystem functionallity received from users or escalated trouble tickets

Specialists will submit and track issues in the ticketing software and redirect specific learning system issues to the appropriate support tiers. 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

• Associate's Degree in IT, Business Administration, or a related field
• DoD 8140/8570.01-M IAT Level II (e.g., CompTIA Security+ CE)
• HDI Customer Service Representative

• 1-2 years IT Helpdesk experience preferred

Linchpin Solutions’ professional services organization is committed to delivering qualified candidates that meet or exceed clients’ technical and management expectations. Our growth means exciting career opportunities for talented professionals in IT, engineering, software development, logistics, project management, and other key areas. We provide personnel who become valuable assets to the organizations they serve and contribute to the overall skill diversity and strength of the Linchpin Team.

Linchpin’s success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing the company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Linchpin Solutions is committed to compliance with applicable pay transparency laws and regulations. Final compensation for any position will be determined based on a variety of factors, including but not limited to:

• Relevant prior work experience
• Education and certifications
• Specific skills and competencies
• Federal Government contract labor categories and wage rates
• Geographic location

While salary ranges may be provided for a position, these ranges are not a guarantee of final compensation, which may vary based on individual qualifications and the specific requirements of the contract.

In addition to competitive compensation,…