Help Desk Specialist

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

• 1 year of IT experience with computer proficiency and comfort navigating technical issues
• 6 months of experience in help‑desk, customer service, call center, email support or similar support environments
• Associate degree or higher
• US Citizen with the ability to pass a comprehensive background check obtain a Public Trust clearance

• Strong written and verbal communication ability
• Solid computer proficiency and comfort navigating technical issues
• 1 year of 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
• Prior customer service experience (minimum one year) is desirable
• Familiarity with service management tools such as Service Now

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.