Diary/Helpdesk Specialist

This onsite position based in Quantico, Virginia, at Linchpin Solutions Inc supports the management of official personnel and academic records while delivering tier I/II help desk assistance for distance learning and courseware, including ticketing and user support.

Responsibilities

• Create and electronically file official personnel entries in the records system
• Digitize diplomas or certificates and attach them to the corresponding official personnel files
• Correct incorrect education entries on monthly transaction reports to ensure accuracy
• Produce bulk manpower reports and ad hoc analyses from enterprise data stores to monitor student progress and validate system transactions
• Manually submit diplomas for resident and blended learning into official records
• Verify and adjust Continuing Education Unit points as needed
• Respond to help desk phone inquiries and provide initial assistance
• Establish and configure e-learning accounts for users
• Provide tier I and II troubleshooting for courseware functionality
• Offer tier II support for student issues related to courseware and the e-learning ecosystem, including escalated tickets
• Utilize ticketing software to submit, track, assign, and resolve user-reported issues, escalating when required
• Assist with password reset requests
• Process routine requests such as enrollments, disenrollments, waivers, grade changes, and official transcripts
• Respond to inquiries submitted via the enterprise website
• Analyze ticket trends to identify common issues and inform the development of self-help tutorials to reduce call volume
• Serve as the primary contact for users, handling help desk calls and delivering initial tier I troubleshooting for distance learning coursework

Requirements

• Associate's Degree in IT, Business Administration, or a related field
• DoD 8140/8570.01-M IAT Level II certification (e.g., CompTIA Security+ CE)
• HDI Customer Service Representative certification
• 1-2 years IT Helpdesk experience preferred

Technologies

• Microsoft Office

Benefits

• Health, dental, and vision insurance
• 401(k) plan with company matching
• Flexible Spending Accounts (FSA)
• Company-funded disability and life insurance
• Paid time off (PTO) and company-paid holidays
• Employee Assistance Program (EAP)
• Educational assistance and parental leave

Pay Transparency Statement

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