Problems creating a new user in the "Set Up the Service Console" Trailhead.

I’m studying for the Salesforce Admin Certification exam, so I’m working my way through the Admin Beginner trailmixes. I’m currently having problems with the “Set Up the Serivce Console” Trailhead project. The first part of the challenge is asking that I add a user in Service Setup. However, I am not able to enter a new profile to complete the process of adding a new user. In fact, I get no choices in the Profile dropdown (I’m supposed to enter “Custom: Support Profile”). 

I've attached two screenshots. The first one, "Set Up the Service Console" show the beginning steps of the challenge. The second, "Add Your Users", shows the first steps of adding a user. As you can see, I have no choices in the Profile dropdown.

Does anyone have an idea of why I am not seeing any user profile choices in the dropdown? Any advice or guidance would be greatly appreciated!!! Thanks!