Help Desk Specialist

Job not on LinkedIn

🔥 12 minutes ago

🦀 Maryland, Virginia – Remote

🦀 Maryland – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Swingtech

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🔒 Cybersecurity

💼 Consulting

Cybersecurity • Information Technology • Consulting

Swingtech is an innovative management and technology services company based in Greenbelt, Maryland. Founded in 2009, Swingtech has established itself as a leading provider of comprehensive and transformational business results. The company specializes in a wide range of services including program management, information technology, human capital and training solutions, cybersecurity, financial consulting, and professional and administrative support. As a Women-Owned, U. S. Small Business Administration certified 8(a) and Small Disadvantaged Business, Swingtech is committed to delivering cutting-edge solutions to its clients.

📋 Description

• Provide help desk and user support for web-based training platforms, learning management systems, and related applications • Respond to user inquiries through email, phone, ticketing systems, or other approved support channels • Acknowledge, document, prioritize, and help resolve support requests within required service timeframes • Troubleshoot account access, login problems, course access, training completion, transcripts, certificates, and platform navigation issues • Escalate technical issues, defects, or system-related problems to appropriate technical teams • 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 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

🎯 Requirements

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

🏖️ Benefits

• 15 PTO days • 11 paid holidays • Medical Insurance with 3 options, including HSA with $600 Employer Contribution • Dental Insurance with no age limit orthodonture • Vision Insurance through EyeMed with 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 • 401(k) 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

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