Entry Level Help Desk (Remote)

Description

Choisys Technology is seeking a Help Desk professional to provide high-quality technical and functional support for the Army Training Information System (ATIS) Learning Management System (LMS), ensuring a seamless digital learning experience for administrators, instructors, and students.

Primary Responsibilities:

• Customer Service: Passionate about helping people and approach every interaction with empathy, patience, and professionalism – turning each request into a positive customer experience.
• Tier 1 support: Resolve user issues related to login, course access, navigation, and tool functionality (e.g., quizzes, gradebooks, discussion boards).
• User Administration: Manage user accounts, permissions; assist schoolhouse administrators with bulk uploads of student data.
• Course Management Support: Support instructors in setting up course shells, uploading content, and troubleshooting broken links or multimedia.
• Identify and report platform-wide bugs; elevate cases to Tier 2 for coordination with backend team for resolution.
• Training and documentation: Create and maintain SOPs, knowledge base articles for peers, schoolhouse administrators and instructors.

Requirements

• Communication: Ability to explain complex technical steps to non-technical instructors and students with patience and clarity.
• Problem-Solving: Strong analytical skills to diagnose whether an issue is user-error, content-specific, or a system-wide bug.
• Technical Knowledge: Browser-based troubleshooting, and basic knowledge of eLearning standards (SCORM 1.2/2004, xAPI).

Desired 

• Familiarity with LMS ecosystems (Moodle, Blackboard, Canvas, Etc)
• One of the following certifications:

1. Help Desk Institute (HDI) Customer Service Representative.
2. ITIL 4 Foundation.
3. Google IT Support Professional.

Service Contract Act (SCA) Role Compensation:

• Base Salary Range: $45,000 – $54,000 per year (depending on experience).
• Additional SCA Benefit: In addition to your base salary, this position includes a mandatory Health & Welfare (H&W) fringe benefit of $5.09 per hour (approximately $10,587 annually).
• Flexibility: The H&W benefit is used to provide comprehensive medical, dental, and vision insurance. If you already have coverage (e.g., through a spouse or the VA), the remaining balance is paid directly to you as cash-in-lieu or deposited into your 401(k) retirement account.

As a Service Contract Act (SCA) covered position, you are also entitled to:

• 11 Paid Federal Holidays annually.
• Paid Vacation: Accrued based on years of service.
• Paid Sick Leave: 56 hours per year per Executive Order 13706.

Choisys is a proud Service-Disabled Veteran-Owned Small Business (SDVOSB) and a SBA certified 8(a) Business Development Program participant. We deliver Higher Value through customer-centric solutions that drive innovation and adapt to evolving mission requirements – with well documented success on numerous programs within the Civilian, Defense, and Intelligence communities. We are experts in IT Service Delivery processes and industry best practices, continuously integrating the framework of our ISO 9001, 20000, and 27001 certifications to achieve service excellence. Choisys combines empirical methodologies and lessons learned with leading-edge solutions to solve complex problems, provide ongoing support, and deliver quantifiable benefits. Our mission focus areas include, but are not limited to, PMO Support, Health IT, Education + Learning, Infrastructure Management, and Cyber Security.

Choisys Technology, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. The candidate must have the ability to sit for long periods of time, ability to discern colors, ability to read and monitor a computer screen for an extended period.

Choisys is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.

Please click on the following links for more information:

E-Verify Participation Poster: Click Here

For more information visit the USCIS’ website: https://www.uscis.gov/e-verify/employees