Learning System Support/Helpdesk Specialist

Responsibilities

• Oversees daily operations of the Learning Support System area, delivering advanced technical support for Moodle and the broader eLearning environment.
• Manages account administration and troubleshooting to assist students, staff, and instructors enterprise-wide.
• Coordinates daily help desk activities and creates user accounts for learning support systems and enterprise e-learning programs.
• Submits, tracks, and resolves user issues using ticketing software, escalating when necessary.
• Responds to help desk phone inquiries.
• Assists users with enrollment processes.
• Assigns students to the appropriate seminar course sites.
• Processes waiver or equivalency requests.
• Delivers Tier I and Tier II support for online coursework issues.
• Addresses technical or policy inquiries related to distance learning and professional military education.
• Conducts Tier I testing for newly developed items.
• Generates temporary password resets as needed.
• Supports account creation for international students.
• Assists in developing help desk tutorials and training materials.

Requirements

• Proficiency with Microsoft Office applications.
• Strong verbal and written communication skills.
• Ability to work collaboratively and independently.
• Critical thinking skills.
• OPSEC awareness.
• CUI Training.
• Associate's degree in IT, Business Administration, or a related field.
• Moodle administration fundamentals.
• HDI Support Center Analyst certification.

Technologies

• Moodle

Benefits

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

Clearance

• Tier 1 Public Trust

Work Schedule

• Full Time, Onsite, Monday - Friday