Help Desk Specialist

Collaboration.Ai, Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Brand-new function ownership

Impactful defense-sector work

Remote work from home

Job summary

Collaboration.Ai, Inc. is seeking a patient, detail-oriented Help Desk Specialist to be the first point of contact for end users of our software and to grow into leading our support function as it scales.

This remote, work-from-home role is preferred for candidates located in the Eastern Time Zone and requires strong communication, problem solving, and security awareness to handle government-context data carefully.

Qualifications

• 5–6 years in a help desk, IT support, or SaaS/technical support role.
• U.S. citizenship required due to Federal Contract Requirements.
• Familiarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool).
• Clear written and spoken English — able to explain a technical fix to a non-technical person without making them feel small.
• Comfortable with ticketing systems and a habit of documenting as you go.
• Based on the U.S. East Coast, able to work East Coast business hours.
• Strong communication skills, adjusting tone to whoever you’re helping.
• Patience: repeat questions and frustrated users don’t rattle you.

Responsibilities

• Provide 1st level support to end users of our software over the channels we agree on, mostly email.
• Log, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quickly.
• Own day-to-day use of HubSpot for ticketing and customer email correspondence.
• Create and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back‑and‑forth.
• Maintain our Confluence space as the source of truth for support process documentation.
• Build and maintain self‑service material for our help center: articles, FAQs, short how-to guides that cut repeat questions.
• Work with our product, engineering, and customer success teams to elevate what you can’t resolve and feed back what customers keep asking about.
• Handle customer data and access carefully, following security and privacy practices appropriate to a government context.
• Help define the support process itself as the function grows.

Skills

HubSpot

Jira

Confluence

English proficiency

Communication skills

East Coast hours

Security awareness

Problem solving

Tools

HubSpot

Jira

Confluence

Job description

Who We Are

Collaboration.Ai is a mission-focused, AI-powered software and services company based in Minnesota, with employees, partners, and customers around the world. We unite people, technology, and purpose to accelerate breakthroughs that transform industries, empower communities, and create a more sustainable future. We collaborate with organizations across the defense ecosystem, helping them navigate complex challenges and drive transformative change. To learn more about us, visit collaboration.ai.

Our product lineup:

• NetworkOS: NetworkOS is an AI-powered platform that aligns people, purpose, ideas, and expertise in real-time, generating actionable insights to propel movements forward.
• CrowdVector: CrowdVector is an integrated solution marketplace and innovation management platform that rapidly uncovers new ideas and advances breakthroughs to fuel movements.

About the Role

We’re looking for a patient, detail-oriented full-time Help Desk Specialist to be the first point of contact for end users of our software and grow into leading our support function as it scales. You’ll start hands‑on: triaging and resolving 1st-level issues, routing what you can’t fix to the right team, and building the self‑service content that keeps repeat questions from piling up. This is a brand-new function at Collaboration.Ai, so you’ll have real influence over how support is run as we grow it — the tools, the process, and the standards. Because much of our work touches government customers, this role also carries real responsibility for handling customer data and access carefully and securely.

This is a remote, work from home position. Preferred candidates are located in Eastern Standard Time.

What You’ll Do

1st-Level Support

• Provide 1st level support to end users of our software over the channels we agree on, mostly email.
• Log, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quickly.

Ticketing, Tools & Workflow

• Own day-to-day use of HubSpot for ticketing and customer email correspondence.
• Create and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back‑and‑forth.
• Maintain our Confluence space as the source of truth for support process documentation.

Knowledge Base & Self‑Service

• Build and maintain self‑service material for our help center: articles, FAQs, short how-to guides that cut repeat questions.

Cross‑Functional Collaboration

• Work with our product, engineering, and customer success teams to elevate what you can’t resolve and feed back what customers keep asking about.

Security & Data Handling

• Handle customer data and access carefully, following security and privacy practices appropriate to a government context.

Process & Function Building

• Help define the support process itself as the function grows.

What We’re Looking For

Required

• 5-6 years in a help desk, IT support, or SaaS/technical support role.
• U.S. citizenship required due to Federal Contract Requirements.
• Familiarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool).
• Clear written and spoken English — able to explain a technical fix to a non-technical person without making them feel small.
• Comfortable with ticketing systems and a habit of documenting as you go.
• Based on the U.S. East Coast, able to work East Coast business hours.
• Strong communication skills, adjusting tone to whoever you’re helping.
• Patience: repeat questions and frustrated users don’t rattle you.
• Problem-solving: you dig for the root cause instead of just closing the ticket.
• Security awareness: you understand why careful handling of access and data matters, especially for government customers.

Preferred

• Hands‑on experience specifically with HubSpot Service Hub, Jira, or Confluence (rather than just equivalent tools).
• Experience supporting software used by public‑sector or government customers.
• Familiarity with writing knowledge base or help center content.

What We Offer

• The chance to shape a brand-new function from day one, with real influence over tools and process.
• Work that matters. We build AI-powered solutions for defense, public sector, and regulated industries — SOC 2 and NIST compliance, FedRAMP readiness, and customers whose missions demand the most trustworthy software.
• AI-native by default. We build with AI, not just for AI. Agentic coding tools (Claude Code/Codex/etc.), agent SDKs and harnesses, MCP servers, and Agent Skills standards are how we work daily. You’ll push the boundaries of what AI tooling can do across the full stack.
• Real ownership. High‑autonomy culture. You’ll own outcomes end‑to‑end — and your work will be seen, used, and valued.