Dutech’s Job

We are seeking a detail-oriented IT Help Desk Support Specialist to provide Tier 1 technical support to users. The ideal candidate will be responsible for triaging support requests, assisting with account setup, and providing user assistance within the Learning Management System (LMS). This role requires strong customer service skills, attention to detail, and the ability to work within IT support systems such as ServiceNow.

Key Responsibilities

• Triage and manage incoming ServiceNow tickets related to account setup and user support requests.

• Follow up with users via ServiceNow updates or phone calls to understand the scope of support requests and gather additional details.

• Collaborate with the Learning Management System (LMS) team to merge user accounts and ensure proper association with SSO accounts.

• Provide user support for LMS-related activities such as course enrollment and course access.

• Conduct outbound phone calls to assist users who prefer phone-based support through the contact center.

• Maintain accurate documentation of support activities and resolutions.

• Ensure sensitive and confidential information is handled appropriately.

• Assist users in navigating IT systems and resolving basic technical issues.

• Provide excellent customer service and technical assistance to end users.

Qualifications

• Experience in customer service or IT support roles.

• Ability to follow written and verbal instructions effectively.

• Strong attention to detail and organizational skills.

• Ability to handle confidential information with discretion.

• Comfort working with IT systems and support tools.

• Proficiency with Microsoft Office applications.

• Strong communication and interpersonal skills.

Preferred Qualifications

• Experience working with ServiceNow or similar ticketing systems.

• Knowledge of state government processes or agencies.

• Bilingual skills and comfort using translation technologies such as Google Translate or telephonic translation services.