[Hiring] Entry Level Help Desk @CHOISYS TECHNOLOGY INC

Role 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.

• 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.

Qualifications

• 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).

Requirements

• Familiarity with LMS ecosystems (Moodle, Blackboard, Canvas, Etc).
• One of the following certifications:
  • Help Desk Institute (HDI) Customer Service Representative.
  • ITIL 4 Foundation.
  • Google IT Support Professional.

Benefits

• 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.