Job Description

Helpdesk Support
Candidate must be a US Citizen with an Active SECRET Clearance
100% Remote
Long term position - up to 5 years

Day-to-Day Responsibilities:

Provides first-level help desk support to client stakeholders, including school officials, medical health consultants, partners, and system users.

Receives, documents, categorizes, prioritizes, tracks, and responds to user requests through approved web-based and telephonic support channels.

Assists users with the AI Portal, functional website issues, financial assistance eligibility forms, and other client-related applications using approved procedures, knowledge articles, and support resources.

Provides dedicated system support, including processing school invoices for Government review, resolving credit card declines, processing spouse refunds, and correcting financial assistance documents when discrepancies arise.

Performs initial troubleshooting, documents symptoms and resolution activities, escalates unresolved, technically complex, high-impact, or security-related issues to the Prime contractor, and supports follow-up communications and status tracking through resolution.

Maintains complete and accurate ticket, interaction, call-recording, callback, complaint, and escalation records; protects CUI, PII, Privacy Act information, credentials, and other sensitive information; and supports applicable help desk performance, quality, reporting, and service-level requirements.