What are the responsibilities and job description for the Help Desk Support Specialist position at Logistics Systems Incorporated (LSI)?
Company Description
Logistics Systems Incorporated (LSI) is a Service Disabled Veteran Owned Small Business delivering comprehensive Information Technology and Logistics solutions for Federal Government clients. Recognized for expertise in Enterprise IT, Cybersecurity, and Business Solutions, LSI supports agencies like DISA, U.S. Army, Department of Justice, Homeland Security, and Health and Human Services. Leveraging a robust portfolio of contract vehicles, including GSA VETS 2 and ITES-3S, LSI remains a trusted partner in advancing national security and federal operations. LSI also maintains a Strategic Partner Network (SPN) to facilitate collaboration and success in securing new business opportunities.
Role Description
The Help Desk Support Specialist provides on-premises and virtual technical support to CGSC students, administrators, Course Directors, staff, and faculty using the Canvas/ASU Ecosystem LMS. Specialists receive, triage, and resolve incoming tickets across three support tiers — Student Assistance, Administrative Support, and Course Director Administrative Support — in accordance with PWS performance standards.
Minimum Qualifications
• Experience with Canvas LMS or comparable Learning Management Systems
• Familiarity with help desk ticketing systems and support workflows
• U.S. Citizenship (required for NIPRNET access)
• Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check
• Strong customer service and troubleshooting skills
• Ability to work independently and prioritize competing requests
Key Responsibilities:
Ticket Management
• Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four (4) hours of receipt (100% compliance required)
• Resolve tickets within three (3) business days, 98% of the time
• Log remediation steps, reasons for delay, and expected completion timeframes for tickets exceeding standard resolution time; report weekly to COR
• Maintain and report monthly ticketing statistics to the Site Lead for submission to the COR
Support Tiers & Priority Levels
• Student Assistance (Lowest priority): Analytics, announcements, course content access, discussions, grades, assignments, quizzes, groups, web conferences. Elevate to medium priority when a student cannot access system resources.
• Administrative Support (Medium priority): Account-level settings, admin analytics, user management, course creation/modification, grading tools, blueprint courses, SIS data, and more. Elevate to high priority when faculty cannot access or interact with student grades.
• Course Director Administrative Support (Highest priority): Analytics, course content, student grades, reports, quiz submission logs, SIS data, and user information for Course Directors.
General Duties
• Maintain a professional appearance consistent with a business casual academic environment
• Clearly identify themselves by name and company affiliation in all interactions (phone, email, in-person)
• Safeguard all Government equipment, information, and property at the close of each work period
• Report suspicious activities to security personnel immediately