GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

Job Summary

TIER 1 HELP DESK SPECIALIST

SUMMARY: As a remote (work from home) Tier 1 Help Desk Specialist, your role is crucial in providing exceptional customer support to government employees completing training. Your critical thinking skills will be instrumental in identifying and resolving issues within specified service-level metrics. This position may include light troubleshooting PC software, network, and possibly hardware questions and problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to:

• Provide multi-level support for incoming requests primarily by phone and email.

• Allow users to fully state their inquiries and interview them for further information to identify root issues, research, and provide solutions.

• Respond to all requests within defined agency service level agreements.

• Logs detailed but concise descriptions of inquiries into our ticket system (a digital issue tracking and resolution platform) and manages them to closure.

• Maintaining professional interactions with clients, colleagues, LMS administrators, and developers.

• Maintains client and user confidentiality about the information being processed, stored, or accessed within each agency.

• Other duties as assigned.

Non-Negotiable Requirements:

* Excellent communication and documentation skills to respond to calls and emails.

* Work as a team member to meet the overall Tier 1 helpdesk goals.

* Have access to a quiet, distraction-free workspace during shifts.

* Willing to cover colleague's shifts on short notice absences and during scheduled vacations.

* The candidate must be willing to provide the necessary information to participate and pass all standard government agency background checks, which typically include criminal record and employment history checks.

Minimum Education and Experience:

High School Diploma or equivalent and 3 yrs relevant experience
OR - Associate's degree in computer science or a related field and 1 yr relevant experience

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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