Information Technology Help Desk

We are seeking a proactive and cooperative Help Desk Support Specialist to provide front-line support for users of the SkillsBuild.org website and IBM’s employee volunteering & giving program. This role is essential to ensuring a seamless experience for learners, educators, and IBM employees by resolving inquiries efficiently and professionally.

Key Responsibilities

SkillsBuild.org Support

• Respond to and resolve user inquiries related to:
• Registration issues (e.g., trouble signing up)
• Login issues (e.g., access problems for registered users)
• Learning activity completion tracking
• Access to learning content
• Digital credentialing and badge issues
• Translation corrections and feedback
• Other technical issues
• General program questions
• Document and categorize issues to identify trends and inform platform improvements.
• Collaborate with technical and program teams to escalate and resolve complex issues.
• Maintain and update a user-facing FAQ and internal knowledge base.

IBM Employee Volunteering & Giving Program Support

• Provide support for IBM employees participating in volunteering and donation programs.
• Answer questions related to:
• Volunteering activities and opportunities
• Eligibility of charities for donations
• General program guidelines and processes
• Liaise with internal program managers to ensure accurate and timely responses.
• Track inquiries and feedback to support program enhancements.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service orientation with a problem-solving mindset.
• Experience using help desk or ticketing systems (e.g., Zendesk, Freshdesk).
• Ability to manage and prioritize multiple inquiries in a fast-paced environment.
• Familiarity with digital learning platforms and/or corporate social responsibility programs is a plus.
• Comfortable working independently and collaboratively across teams.

Preferred Experience

• 2+ years in a help desk, customer support, or program support role.
• Experience supporting educational technology or nonprofit/corporate social impact programs.
• Bilingual or multilingual capabilities are a plus.

What We Offer

• Opportunity to support meaningful educational and social impact initiatives.
• Collaborative and mission-driven work environment.
• Professional development and training opportunities.