Help Desk Specialist
At a glance
Mid-level IT Support & Helpdesk role at Concept Plus. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.
Concept Plus has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Respond to calls, emails and help-desk tickets from learners, instructors and staff seeking assistance
- Guide users through WarU account access, logins, navigation, course enrollment and other technical problems
- Record each support interaction in the web-based ticket tracker, then follow open issues through resolution
- Calm difficult interactions with clear, considerate guidance, while meeting service and performance targets
What you bring
- You can communicate clearly in writing and conversation, and are comfortable using computers to troubleshoot
- You have at least a year of customer service experience
- You hold an associate degree or higher and can qualify for a Public Trust clearance
Who this fits
This mid-level, remote U.S. role suits someone who enjoys direct Tier-1 support for an online learning system and its users. You’ll handle a steady mix of account, course and technical requests while keeping organized against service benchmarks.
From the employer
About Concept Plus
Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.
Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.
We offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.
For more information, visit www.conceptplus.com.
About the role
The Help Desk Specialist delivers Tier‑1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course‑related needs across the WarU Learning Management System and its connected tools
What you'll do
- 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
Qualifications
- Strong written and verbal communication ability
- Solid computer proficiency and comfort navigating technical issues
- 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
- Associate degree or higher
- Prior customer service experience (minimum one year) is desirable
- Familiarity with service management tools such as ServiceNow
- Must meet eligibility requirements to obtain a Public Trust clearance
Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.
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