New

Help Desk Support / Ticketing

TEKsystems
$21.00 - $28.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Illinois, Deerfield
May 02, 2026
Job Description * Own the global help and support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations * Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution * Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally * Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones * Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements * Monitor and improve key service KPIs including response times, resolution rates, repeat issues, and user satisfaction * Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support * Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience * Capture user feedback and voice of the business insights to inform platform improvements and roadmap decisions * Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates Supporting over 25,000 users - Password resets - assigning content - Helping manage the backend infrastructure tasks for the team - Pull reports and analytics for the team Top Skills Details Customer service,ticketing system,LMS Platform,itsm,help desk Qualifications * Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment * Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management * Experience working with external vendors and managing platform escalations and release cycles * Change management or scaling platform experience in a global organization Must Haves: - call center or help desk experience - Global experience (LATAM, APAC) Nice to Haves: - Trouble shooting experience - LMS (learning management systems) management - Use of AI tools - Bachelors Degree - Healthcare or Med Device Industry Job Type & LocationThis is a Contract position based out of Deerfield, IL. Pay and BenefitsThe pay range for this position is $21.00 - $28.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on May 8, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.