Help Desk Analyst

Role Summary
nFocus Solutions is looking for a Help Desk Analyst to conduct Help Desk functions and duties to assist students, training developers, and faculty at the Command and General Staff College, Department of Distance Education located at Fort Leavenworth, KS.
Responsibilities:

• Provide Blackboard navigation advice and guidance to students, staff, faculty, adjunct faculty representatives.
• Research student history and tracks trouble tickets and inquiries.
• Maintain and track Help Desk Log, Database, and ticket numbers.
• Update College Information System and Student Management System.
• Use information located within systems to collect information needed to respond to student inquiries.
• Respond to email, phone, and Blackboard requests for information on curriculum or degree requirements.

Requirements

• Three years of experience operating or leading a Help Desk team
• Strong customer service skills.
• Strong communication (written & verbal) skills.
• Ability to research and respond to support requests via email, phone, virtual or walk-ins
• Ability to escalate issues to leadership and follow through to ensure issue resolution
• Ability to type 65 words a minute
• Possess clear and precise oral and written communication skills
• Ability to work independently and as part of a team
• Submit to required background check
• Able to meet requirements to work on a military installation, including having a valid state driver's license and car insurance.
• Be self-motivated with ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes
• Be organized with a strong sense of urgency
• Demonstrate high standards of quality and accuracy
• Be in attendance and punctual as scheduled
• Be completely functional in MS Word, Excel, PowerPoint
• Maintain a US Passport
• Be able to travel in support of the mission up to 10% of the time

About nFocus Solutions
nFocus Solutions is dedicated to the development of innovative technologies and intelligent business solutions for the public sector. We are a leading provider of applications, services, and technologies that nonprofit organizations, communities, first responders and government agencies rely on to deliver services to the public at large. Our high-quality data management and analysis software enables our clients to achieve clear, well-defined results that change the world.
At nFocus Solutions, we are committed to a diverse and inclusive workforce. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of innovation. nFocus Solutions is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.