Help Desk Specialist Part-Time

Overview:

AnLar’s Data, Improvement, Systems, and Coordination (DISC) team is looking for a part-time, proactive problem-solver with strong customer service skills to support federal and state data systems. The Part-Time Help Desk Specialist will provide direct support to system users, including teachers, administrators, regional- and state-level employees, and parents.

This is a remote, part-time position ranging from 15 - 28 hours per week, with shifts scheduled between 8:00 am and 8:00 pm ET, Monday through Friday. Compensation will begin at $20 per hour with the ability to increase to $25-$30 based on performance and ability to obtain federal security clearance.. This is a great opportunity for someone who enjoys helping others, solving problems, and making complex systems easier to navigate for users. If you’re energized by service-oriented work and want flexible part-time hours with a mission-driven team, we’d love to hear from you.

To be considered for the position, please submit a cover letter. In your cover letter, write about your experience working in an educational setting and/or software support.

Who We Are:

AnLar is a multidisciplinary team of adept, dedicated, kind-hearted people striving to have a positive effect on the areas of life they’re most passionate about ─ education, equity, health, and so on. We are researchers and seekers, consultants and communicators, problem solvers and partners. In industry-speak, one could say we specialize in work such as creating modernized data systems, supporting change management, conducting research and evaluation, providing technical assistance, and exploring the depths of this work further through visual communications design. Based in the DC area, with remote staff across the US (and a few abroad), we at AnLar value strong relationships, thoughtful and creative approaches, hard work and grit, and the overall well-being of our team. All in all, we want to feel good about the work we do, how we do it, and with whom we collaborate. For more information about us, please visit anlar.com. Join us?

What the Job Entails:

• Provide direct support to data system users – including state staff, local administrators, teachers, and families – through multiple communication channels such as phone, email, and chat
• Manage help desk incidents from intake through resolution, ensuring timely follow-up, clear communication, and escalation to the Help Desk Manager when needed.
• Log and maintain accurate support records within the ticketing system, including issue details, actions taken, and outcomes.
• Contribute to and maintain knowledge-base resources by documenting common issues, troubleshooting steps, and resolutions.
• Review, edit, and update user guides, training materials, FAQs, and other support documentation.
• Test data systems and compare system functionality against existing documentation to identify gaps or needed revisions.

What Skill Set We’re Looking For:

• Effective communication skills: Ability to tailor your communication to different audiences effectively (internal communication, clients, other stakeholders, etc.). You are an active listener who remains responsive and flexible in challenging situations.
• Excellent Customer Service Skills: You are patient, flexible, and able to remain calm under pressure. You’ll do whatever it takes to ensure that a system user has a positive experience and that their issue is resolved quickly and effectively.
• Strong writing skills: Your writing is clear, concise, and organized. You adapt your writing to different audiences as needed.
• Attention to detail: You can keep track of many moving parts at once, including the smallest details. You are thorough in developing any work products and pride yourself on your ability to catch the “little things.”
• Tech Savvy: You feel comfortable learning and understanding different computer programs, implementing and using various platforms, and providing technical support to others.

Who The Right Candidate Is:

• Security requirement: The selected candidate must be U.S.-based and able to obtain and maintain a Public Trust within 3 months of hire. Employment is contingent upon successful completion of this requirement.
• Coachable and open to giving and receiving feedback.
• A team player. You step up when someone needs help, follow through on commitments, and go the extra mile for your team and our clients.
• Driven by a strong work ethic and integrity.
• Flexible and able to adapt to changes.
• Able to work independently and remotely with support from colleagues.
• Someone with a minimum of one year of experience in customer support.
• Someone who has experience in any of the following areas:
• Serving on a help desk or customer support team;
• Writing and updating documentation;
• Providing multiple avenues of support, including phone, email, and chat;
• Providing support for software and web-based applications;
• Prior experience working in an education environment;
• Knowledge of software development platforms;
• Experience in process management

Application instructions:

In your cover letter, please write about your experience working in an educational setting and/or software support.

If you would like to request an accommodation in accordance with the Americans with Disabilities Act, please contact Kim May () and Ken Wagner ().

Diversity is valued, and inclusion is reflected in our efforts to recruit, develop, and engage the diverse staff needed to accomplish our mission. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

Job Type: Part-time

Pay: $20.00 - $30.00 per hour

Application Question(s):

• Do you currently hold an active Public Trust?
• We require schedule flexibility to work varying shifts within a Monday-Friday, 8:00 AM - 8:00 PM Eastern Time window. Can you meet this requirement?

Education:

• High school or equivalent (Required)

Experience:

• software support: 1 year (Preferred)
• customer service: 2 years (Required)

Location:

• United States (Required)

Shift availability:

• Day Shift (Required)

Work Location: Remote