Job Description

Helpdesk Support

Candidate must be a US Citizen with an Active SECRET Clearance

100% Remote

Long term position - up to 5 years

Day-to-Day Responsibilities:

• Provides first-level help desk support to client stakeholders, including school officials, medical health consultants, partners, and system users.
• Receives, documents, categorizes, prioritizes, tracks, and responds to user requests through approved web-based and telephonic support channels.
• Assists users with the AI Portal, functional website issues, financial assistance eligibility forms, and other client-related applications using approved procedures, knowledge articles, and support resources.
• Provides dedicated system support, including processing school invoices for Government review, resolving credit card declines, processing spouse refunds, and correcting financial assistance documents when discrepancies arise.
• Performs initial troubleshooting, documents symptoms and resolution activities, escalates unresolved, technically complex, high-impact, or security-related issues to the Prime contractor, and supports follow-up communications and status tracking through resolution.
• Maintains complete and accurate ticket, interaction, call-recording, callback, complaint, and escalation records; protects CUI, PII, Privacy Act information, credentials, and other sensitive information; and supports applicable help desk performance, quality, reporting, and service-level requirements.