Help Desk Support – REMOTE

RJM; Washington (District of Columbia); Remote; USD 42,000 - 56,000; Part time

Job summary

RJM Technologies is assisting a major nonprofit association advocating for older adults by filling a Help Desk Support role, potentially fully remote for six months.

The position supports Tax-Aide volunteers across various software systems and websites, requiring at least two years in help desk roles and familiarity with the tools listed. This remote opportunity emphasizes training materials development and reliable, deadline-driven service.

Qualifications

• 2+ years of help desk or contact center experience.
• Experience creating training materials.
• Familiar with MS Office and the listed tools (Smartsheet, LogMeIn Rescue, Brainshark, Zendesk, Salesforce, JIRA).

Responsibilities

• Triage tickets and route to appropriate program groups.
• Maintain Tax-Aide Library materials in the Volunteer Portal.
• Coordinate with Tax-Aide Operations to drive efficiencies.
• Participate in Operations Team and related meetings.
• Collaborate on development of e-learning courses with team and vendors.

Skills

Help desk experience

Multitasking

Training materials

Tools

Microsoft Office

Smartsheet

LogMeIn Rescue

Brainshark

Zendesk

Salesforce

JIRA

Job description

HELP DESK SUPPORT- REMOTE

Our client, a major non-profit association advocating for older adults, seeks a Help Desk Support for a 6-month contract position which may be performed fully remotely. This position will support the organization’s Tax-Aide program volunteers with various software systems and websites.

Responsibilities

• Triage support tickets to the appropriate groups within the program; review and process tax site data requests, and system support tickets.
• Maintain assigned Tax-Aide Library sections in the Volunteer Portal ensuring that materials are properly organized and relevant.
• Work closely with the Tax-Aide Operations team to coordinate and provide business support to determine business opportunities for increased efficiencies within the program.
• Actively and consistently participate in Tax-Aide’s Operations Team, National Operations Committee-associated meetings, and Tax-Aide All Team meetings.
• Coordinate the review, development, and enhancement of e-learning courses in collaboration with Tax-Aide team members, volunteers, and vendors.

Qualifications

• At least 2 years of proven work experience in a help desk or contact center role, and experience with developing training materials.
• Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
• Be proficient with Microsoft Office and have some knowledge of Smartsheet, LogMein Rescue Technician Console, Brainshark, Zendesk Technology, Salesforce, and JIRA software tools.