Help Desk Specialist- Remote (DC, MD, VA- Locals only)

Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team.

• →Provide help desk and user support for web-based training platforms, learning management systems, and related applications
• →Respond to user inquiries received through email, phone, ticketing systems, or other approved support channels
• →Acknowledge, document, prioritize, and help resolve support requests within required service timeframes
• →Troubleshoot common user issues related to account access, login problems, course access, training completion, transcripts, certificates, and platform navigation
• →Escalate technical issues, defects, or system-related problems to appropriate technical teams when needed
• →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 development and maintenance of 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

• 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
• Familiarity with LMS-related user issues such as enrollment, course completion, certificates, transcripts, assessments, and training plans
• Experience supporting help desk reporting, ticket trend analysis, or service metrics
• Familiarity with Section 508 accessibility or accessibility-aware user support practices
• Experience developing or maintaining FAQs, job aids, knowledge base articles, or user support documentation
• Familiarity with privacy, security, or records-handling expectations in regulated environments