Helpdesk Support Specialist

Job Description

Job Description

Benefits:

• 401(k)
• Competitive salary
• Health insurance
• Paid time off

iQuasar is seeking to fill the Help Desk Support Specialist position in Fort Leavenworth, Kansas. At iQuasar, we strive to provide the next generation of cutting-edge technologies. Our growth means exciting career opportunities for talented professionals in engineering, software development, and other key areas. We offer competitive compensation and benefits including Health, Vision, and Dental Insurance, matching 401k plan, and other benefits given below, excellent training, and a vibrant working environment. Our employees are exceptional, giving us a competitive advantage by innovating solutions with a strong sense of mission and integrity.

One of our Clients in Fort Leavenworth, Kansas needs a Help Desk Support Specialist for a permanent position.

Job Title: Help Desk Support Specialist
Location: Fort Leavenworth, Kansas

Position Summary

The Help Desk Support Specialist provides on-premises and virtual technical support to CGSC students, administrators, Course Directors, staff, and faculty using the Canvas/ASU Ecosystem LMS. Specialists receive, triage, and resolve incoming tickets across three support tiers Student Assistance, Administrative Support, and Course Director Administrative Support in accordance with PWS performance standards.

Minimum Qualifications

Experience with Canvas LMS or comparable Learning Management Systems.
Familiarity with help desk ticketing systems and support workflows.
U.S. Citizenship (required for NIPRNET access).
Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check.
Strong customer service and troubleshooting skills.
Ability to work independently and prioritize competing requests.

Key Responsibilities

Ticket Management
o Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four (4) hours of receipt (100% compliance required).
o Resolve tickets within three (3) business days, 98% of the time.
o Log remediation steps, reasons for delay, and expected completion timeframes for tickets exceeding standard resolution time; report weekly to COR.
o Maintain and report monthly ticketing statistics to the Site Lead for submission to the COR.
Support Tiers & Priority Levels
o Student Assistance (Lowest priority): Analytics, announcements, course content access, discussions, grades, assignments, quizzes, groups, web conferences. Elevate to medium priority when a student cannot access system resources.
o Administrative Support (Medium priority): Account-level settings, admin analytics, user management, course creation/modification, grading tools, blueprint courses, SIS data, and more. Elevate to high priority when faculty cannot access or interact with student grades.
o Course Director Administrative Support (Highest priority): Analytics, course content, student grades, reports, quiz submission logs, SIS data, and user information for Course Directors.

General Duties

Maintain a professional appearance consistent with a business casual academic environment.
Clearly identify themselves by name and company affiliation in all interactions (phone, email, in-person).
Safeguard all Government equipment, information, and property at the close of each work period.
Report suspicious activities to security personnel immediately.

Employee Benefits:

iQuasar offers a comprehensive benefits program including various options in these plans:

Medical, Dental, Vision Insurance
Paid Holiday/Annual/Sick/Personal Leave
Short-Term/ Long-Term Disability Insurance
Disability Insurance
Life Insurance
Employee Stock Ownership Program (ESOP)
Generous 401(k) Company Plan
Education Assistance
Professional Development Programs Reimbursement

If you are interested in this position, please send me a copy of your latest resume at View email address on ziprecruiter.com with the information requested below. Also, please let me know what time/number is best to call to discuss this great opportunity. In case you are not interested in this position or this is not a right fit for you, please feel free to share this opportunity with your friends/networks or anyone you know who may be interested in this position. Thank you!

o Availability to start a new job
o Best Rates
o Contact #

Please dont hesitate to contact me for any question (s) you may have. All employment is decided on the basis of qualifications, merit, and business need.

Regards,

Alec Wani
Sr. Recruitment Professional
iQuasar, LLC
Cleared Recruitment | Proposal Development | Technology
View email address on ziprecruiter.com
Direct: View phone number on ziprecruiter.com
Main: View phone number on ziprecruiter.com

An Equal Opportunity Employer:

iQuasar Company is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental /veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, other non-merit factors, or any other applicable characteristics protected by law.