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Help Desk Specialist- Remote (DC, MD, VA- Locals only) at Rippling Recruiting, Remote (Maryland

Help Desk Specialist- Remote (DC, MD, VA- Locals only) at Rippling Recruiting in Remote (Maryland. Est. up to $80k. Apply with swipeandhired.

Location: Remote (with occasional travel to Baltimore, MD)

Swingtech Consulting, Inc. is seeking a customer-focused Help Desk Specialist to support user assistance, issue resolution, ticket tracking, and customer support activities for federal training and learning management programs.

This role supports users of web-based training platforms and learning management systems by responding to inquiries, troubleshooting access and training-related issues, documenting resolutions, and coordinating with technical or program teams when additional support is needed. The ideal candidate should have strong communication skills, patience, attention to detail, and the ability to support users in a professional federal program environment.
Key Responsibilities

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

Minimum Qualifications

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

Preferred Qualifications

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

Summary of Benefits

15 PTO days
11 paid holidays
Medical Insurance with – 3 options (HSA with $600 Employer Contribution).
Dental Insurance with no age limit orthodonture.
Vision Insurance through EyeMed 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
401k 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

Equal Opportunity Employer Minority/Female/Veterans/Disabled

About Swingtech
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.