Learning Management Helpdesk Representative

Description:

• The Learning Management Helpdesk Representative provides Tier 1 operational support for the Learning & Development organization by managing and resolving learning-related requests submitted through ServiceNow.

• The representative will serve as a primary support resource for Cornerstone, assisting with learner and administrative requests, troubleshooting common learning issues, and supporting the creation, modification, and maintenance of learning assignments.

• ServiceNow Ticket Management

  • Monitor and manage Learning & Development support tickets submitted through ServiceNow.

  • Review incoming requests for completeness, accuracy, priority, and appropriate routing.

  • Investigate and resolve Tier 1 learning support requests within established service expectations.

  • Document actions taken, resolution details, and relevant information within each ServiceNow ticket.

  • Communicate professionally with requestors to obtain additional information when needed.

  • Escalate requests requiring advanced Cornerstone administration, system configuration, integration, or technical support to the appropriate support team.

  • Track assigned tickets through resolution and ensure requests are properly closed.

• Shift schedule: HOURS M-F 8-5 p.m. (Flexible)

Qualifications:

• Requires strong attention to detail, customer service skills, and the ability to manage multiple requests while following established processes and escalation procedures.

• Previous experience in technical support, customer service, or helpdesk operations.

• Experience handling and managing support tickets.

• General understanding of ticketing systems and Learning Management Systems (LMS).

• Basic troubleshooting knowledge.

• Basic proficiency with Microsoft Office tools.

• Strong written communication and problem-solving skills.

• Preferred Candidate Backgrounds:

  • Technical Support / IT Helpdesk professionals.

  • Call Center professionals with technical support experience.

  • LMS Administrators.

  • Candidates with experience using ServiceNow or other ticketing platforms.

Benefits:

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.

Synectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunities