Help Desk Coordinator

VetsEZ; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training Opportunities

Remote Opportunity

Job summary

VetsEZ is seeking a Help Desk Coordinator for a 100% remote role to support a major federal government healthcare modernization project. You will provide first-level software support, troubleshoot user issues, and maintain accurate service records to deliver a responsive customer experience.

The role requires collaboration with end-users, technical teams, and developers to track incidents, escalate complex problems, and ensure timely resolution while residing within the continental US.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 2+ years in a help desk or technical support role.
• Experience using Jira and ServiceNow to document and resolve incidents.
• Strong analytical and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to collaborate with users, developers and technical teams.

Responsibilities

• Respond to user inquiries and support requests via phone, email, or chat with timely, accurate assistance.
• Diagnose and resolve first-level software application issues across Windows and macOS.
• Document user interactions, problems, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex issues to the appropriate development or technical teams with full details.
• Provide basic guidance and training on software applications and standard procedures.
• Monitor open incidents, follow up with users, and provide clear status updates through resolution.
• Take on additional tasks to support team objectives and project success.

Skills

Customer service

Communication

Analytical skills

Troubleshooting

Collaboration

Education

Bachelor's degree in IT/CS

Tools

Jira

ServiceNow

Job description

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 plus years of experience in supporting Windows and macOS operating systems and Microsoft Office applications.
• Experience using Jira and ServiceNow to document, track, elevate, 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.

Additional 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.

Security Clearance Requirements

• 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.

Benefits

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

VetsEZ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Sorry, we are unable to offer sponsorship at this time.