Help Desk Coordinator

About the role

We are currently looking for a Help Desk Coordinator for a 100% remote position supporting a large federal government healthcare modernization project. The selected candidate will provide first-level support for software applications, troubleshoot user-reported issues, maintain accurate service records, and deliver a responsive and professional customer experience. This role operates in a collaborative support environment and requires regular coordination with end-users, technical teams, and software developers to track incidents, escalate complex problems, and ensure timely resolution. The candidate must reside within the continental US.

Responsibilities

• Respond to user inquiries and support requests received through phone, email, or chat, providing timely and accurate assistance.
• Diagnose and resolve first-level software application issues across Windows and macOS environments.
• Document user interactions, reported problems, troubleshooting activities, and resolutions accurately within the help desk system.
• Escalate unresolved or complex application issues to the appropriate development or technical team with complete supporting details.
• Provide basic guidance and training to users on software applications, system functionality, and standard operating procedures.
• Monitor open incidents, follow up with users, and communicate clear status updates through resolution.
• Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, along with professional experience in a help desk or technical support role.
• 2+ years of experience in supporting Windows and macOS operating systems and Microsoft Office applications.
• Experience using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests.
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve software application issues effectively.
• Excellent customer service skills with a patient, friendly, and professional demeanor.
• Strong written and verbal communication skills with the ability to collaborate effectively with users, developers, and technical team members.
• U.S. Citizenship is required.
• All selected candidates must successfully complete a background check.
• Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position.

Qualifications

• Experience supporting the Department of Veterans Affairs or another federal government agency.
• Familiarity with federal healthcare applications, technical support procedures, or regulated information technology environments.
• Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training Opportunities
• Remote Opportunity