FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing help desk support for web-based training platforms and learning management systems, with strong abilities in troubleshooting user issues and maintaining accurate documentation. Exhibits excellent communication skills and attention to detail while managing multiple support requests effectively.
Highest-signal resume keywords
Help Desk SupportTroubleshooting User IssuesTicketing System DocumentationCustomer Service SkillsAccessibility-Aware User Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Web-Based Applications SupportLearning Management SystemsTechnical SupportUser AssistanceTicket Trend AnalysisService Metrics ReportingIssue ResolutionAccount Access TroubleshootingCourse Completion SupportKnowledge Base Development
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationAttention to DetailAbility to Prioritize WorkCollaboration Skills
Tools & Technologies
Ticketing SystemsTracking SystemsHelp Desk SoftwareRemote Support Tools
Industry Keywords
Federal ProgramsHealthcare SupportTraining ProgramsPrivacy and Security ProceduresSection 508 Accessibility
About the role
Key responsibilities & impact- Provide help desk and user support for web-based training platforms, learning management systems, and related applications
- Respond to user inquiries through email, phone, ticketing systems, or other approved support channels
- Acknowledge, document, prioritize, and help resolve support requests within required service timeframes
- Troubleshoot account access, login problems, course access, training completion, transcripts, certificates, and platform navigation issues
- Escalate technical issues, defects, or system-related problems to appropriate technical teams
- Track support requests, resolutions, recurring issues, and user feedback in the approved ticketing or tracking system
- Support monthly help desk reporting by maintaining accurate ticket data, issue categories, resolution notes, and trend information
- Provide clear and professional written and verbal communication to users and stakeholders
- Assist with help desk procedures, user guidance, FAQs, knowledge base articles, and support documentation
- Coordinate with program staff, technical teams, and training teams to resolve user issues and improve support processes
- Support accessibility-aware user assistance and ensure communications and support materials are clear and usable
- Identify recurring support trends and recommend improvements to reduce ticket volume and improve user experience
- Maintain confidentiality and follow applicable privacy, security, and customer support procedures
Requirements
What you’ll need- High school diploma or equivalent required
- Associate’s or bachelor’s degree in Information Technology, Business, Communications, Education, or a related field preferred
- At least 2 years of experience providing help desk, customer support, technical support, or user assistance in a professional environment
- Experience supporting web-based applications, learning management systems, training platforms, or enterprise systems
- Ability to troubleshoot common user access, navigation, account, and application support issues
- Experience documenting support requests, resolutions, and issue status in a ticketing or tracking system
- Strong customer service skills and ability to support users with varying levels of technical experience
- Strong written and verbal communication skills
- Excellent attention to detail and ability to follow standard operating procedures
- Ability to manage multiple support requests and prioritize work effectively
- Ability to work independently and collaboratively in a remote environment
- Experience supporting federal, healthcare, training, or learning management programs preferred
- Familiarity with LMS-related user issues such as enrollment, course completion, certificates, transcripts, assessments, and training plans preferred
- Experience supporting help desk reporting, ticket trend analysis, or service metrics preferred
- Familiarity with Section 508 accessibility or accessibility-aware user support practices preferred
- Experience developing or maintaining FAQs, job aids, knowledge base articles, or user support documentation preferred
- Familiarity with privacy, security, or records-handling expectations in regulated environments preferred
- Local to DC, MD, or VA required by the posting
Benefits
Comp & perks- 15 PTO days
- 11 paid holidays
- Medical Insurance with 3 options, including HSA with $600 Employer Contribution
- Dental Insurance with no age limit orthodonture
- Vision Insurance through EyeMed with in- and out-of-network coverage
- Short-Term and Long-Term Disability coverage with 100% premium support
- Life insurance and AD&D with 100% premium support
- Supplemental Life Insurance
- Critical Care and Accident Insurance availability
- Pet Insurance through Nationwide
- Employee Assistance Program
- 401(k) with enrollment from day one
- 4% deferral by company
- $1500 Annual Training Budget
- $1500 Referral bonus
- Eligibility for annual merit and discretionary bonus
- Flexible work arrangements