Help Desk Specialist

Location: Remote (with occasional travel to Baltimore, MD)

Swingtech Consulting, Inc. is seeking a customer-focused Help Desk Specialist to support user assistance, issue resolution, ticket tracking, and customer support activities for federal training and learning management programs.

This role supports users of web-based training platforms and learning management systems by responding to inquiries, troubleshooting access and training-related issues, documenting resolutions, and coordinating with technical or program teams when additional support is needed. The ideal candidate should have strong communication skills, patience, attention to detail, and the ability to support users in a professional federal program environment.

Key Responsibilities

• Provide help desk and user support for web-based training platforms, learning management systems, and related applications
• Respond to user inquiries received through email, phone, ticketing systems, or other approved support channels
• Acknowledge, document, prioritize, and help resolve support requests within required service timeframes
• Troubleshoot common user issues related to account access, login problems, course access, training completion, transcripts, certificates, and platform navigation
• Escalate technical issues, defects, or system-related problems to appropriate technical teams when needed
• Track support requests, resolutions, recurring issues, and user feedback in the approved ticketing or tracking system
• Support monthly help desk reporting by maintaining accurate ticket data, issue categories, resolution notes, and trend information
• Provide clear and professional written and verbal communication to users and stakeholders
• Assist with development and maintenance of help desk procedures, user guidance, FAQs, knowledge base articles, and support documentation
• Coordinate with program staff, technical teams, and training teams to resolve user issues and improve support processes
• Support accessibility-aware user assistance and ensure communications and support materials are clear and usable
• Identify recurring support trends and recommend improvements to reduce ticket volume and improve user experience
• Maintain confidentiality and follow applicable privacy, security, and customer support procedures

Minimum Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in Information Technology, Business, Communications, Education, or a related field preferred
• At least 2 years of experience providing help desk, customer support, technical support, or user assistance in a professional environment
• Experience supporting web-based applications, learning management systems, training platforms, or enterprise systems
• Ability to troubleshoot common user access, navigation, account, and application support issues
• Experience documenting support requests, resolutions, and issue status in a ticketing or tracking system
• Strong customer service skills and ability to support users with varying levels of technical experience
• Strong written and verbal communication skills
• Excellent attention to detail and ability to follow standard operating procedures
• Ability to manage multiple support requests and prioritize work effectively
• Ability to work independently and collaboratively in a remote environment

Preferred Qualifications

• Experience supporting federal, healthcare, training, or learning management programs
• Familiarity with LMS-related user issues such as enrollment, course completion, certificates, transcripts, assessments, and training plans
• Experience supporting help desk reporting, ticket trend analysis, or service metrics
• Familiarity with Section 508 accessibility or accessibility-aware user support practices
• Experience developing or maintaining FAQs, job aids, knowledge base articles, or user support documentation
• Familiarity with privacy, security, or records-handling expectations in regulated environments

Summary of Benefits

• 15 PTO days
• 11 paid holidays
• Medical Insurance with – 3 options (HSA with $600 Employer Contribution).
• Dental Insurance with no age limit orthodonture.
• Vision Insurance through EyeMed in and out of network coverage.
• Short Term and Long-Term Disability coverage with 100% premium support,
• Life insurance and AD&D with 100% premium support
• Supplemental Life Insurance
• Critical Care and Accident Insurance availability
• Pet Insurance through Nationwide
• Employee Assistance Program
• 401k with enrollment from day one. 4% deferral by company.
• $1500 Annual Training Budget
• $1500 Referral bonus
• Eligibility for annual merit and discretionary bonus
• Flexible work arrangements

Equal Opportunity Employer Minority/Female/Veterans/Disabled