{"id":620965,"url":"https://alion.io/job/conceptplus-help-desk-specialist","title":"Help Desk Specialist","company":{"id":672958,"name":"Concept Plus","domain":"conceptplus.com","url":"https://alion.io/company/conceptplus","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":69,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":81000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":76},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-13T20:00:30Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-11T17:22:49Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"About Concept Plus\nConcept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.\nRecognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.\nWe offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.\nFor more information, visit www.conceptplus.com.\nAbout the role\nThe Help Desk Specialist delivers Tier-1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course-related needs across the WarU Learning Management System and its connected tools\nWhat you'll do\nDeliver responsive, high-quality customer assistance in a fast-paced setting that supports a broad population of learners, instructors, and staff\nHandle incoming calls, emails, and help-desk tickets from users seeking support\nFollow up on outstanding issues to ensure timely and complete resolution\nEnter accurate details of all interactions into a web-based ticketing and tracking platform\nAssist with account access issues, system navigation, course enrollment management, login problems, and general troubleshooting within WarU’s virtual training environment\nCommunicate with professionalism and empathy to de-escalate difficult situations and guide users toward solutions\nOrganize workload effectively to meet established service and performance benchmarks\nQualifications\nStrong written and verbal communication ability\nSolid computer proficiency and comfort navigating technical issues\nExperience in help-desk, customer service, call center, or similar support environments; email support experience is beneficia\nFamiliarity with Microsoft Office tools, especially Outlook, Word, and Excel\nAssociate degree or higher\nPrior customer service experience (minimum one year) is desirable\nFamiliarity with service management tools such as ServiceNow\nMust meet eligibility requirements to obtain a Public Trust clearance\nConcept Plus is an Equal Opportunity Employer. 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