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Help Desk Support Specialist

2 months ago

Exeter, United States VLACS Full time
Job DescriptionJob DescriptionSalary: $20-24/hr

About VLACS:

The Virtual Learning Academy Charter School (VLACS) is New Hampshire's only statewide, public virtual charter high school. VLACS is based in Exeter, NH, with 250 employees and 12,000+ students spread throughout New Hampshire and New England.

About the position:

At VLACS we support thousands of students, parents, and partners in their use of our systems. Whether someone needs help requesting a course, accessing grade information, submitting work, or anything in between, our technical help desk is there to help make the process as smooth as possible after questions arise.

This position will be 24 hrs/week.  Day and night hours may be required (based on scheduling).  This role will require 1-2 days/week in our Exeter, NH office.  100% virtual is not an option.  

A successful applicant will have strong customer service skills, excellent communication abilities, and familiarity with common technologies such as Mac OSX, MS Windows, major Web browsers, and Web-based applications.

  • Experience in a prior customer service position preferred.
  • Experience with ticketing preferred.
  • Candidates with experience in school-based environments will be strongly considered.
  • Experience in technology customer service a strong plus.
  • Bachelor degree or equivalent experience preferred
  • Citizenship, residency or work VISA in United States required


Responsibilities include:

  • Develop and refine excellent customer service skills.
  • Communicate clearly and with excellence, both in writing and speaking.
  • Guide non-technical users gently and clearly through technical troubleshooting.
  • Effectively solve technical problems.
  • Implement minor course updates with clear communication to affected users.
  • Communicate and collaborate regularly with the Tech Help Desk team to share knowledge and identify issue trends.