Help Desktop Support, Contact Center for Training Materials

The-Consortium-Inc.; Washington (District of Columbia); Remote; USD 42,000 - 54,000; Full time

Job summary

The-Consortium-Inc. in Washington, DC is seeking a detail-oriented coordinator to support volunteers with operating systems, triage help-desk tickets, and maintain Tax-Aide Library sections.

You will collaborate with Tax-Aide Operations to identify efficiencies, review training materials, and participate in team meetings; Bachelor's preferred. Remote or onsite in DC. Proficiency in Microsoft Office and familiarity with Smartsheet, Salesforce, and JIRA are required.

Qualifications

• Proficiency with Microsoft Office; familiarity with project tools.

Responsibilities

• Provide project coordination and help desk support to volunteers on operating systems.
• Triage support tickets and review/process data requests and system tickets.
• Maintain Tax-Aide Library sections in Volunteer Portal; ensure materials are organized and current.
• Coordinate with Tax-Aide Operations to identify business opportunities for efficiencies.

Skills

Microsoft Office

Smartsheet

Salesforce

JIRA

Education

Bachelor's Degree

Job description

• Provides project coordination and help desk support to volunteers on operation systems.
• Triage support tickets to the appropriate groups within the programs; 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.
• Works closely with the Tax-Aide Operations team to coordinate and provide business support to determine business opportunities for increased efficiencies for the program.
• Actively and consistently participate in Tax-Aide's Operations Team, National Operations Committee-associated meetings, and Tax-Aide All team meetings.
• In collaboration with Tax-Aide team members, volunteers, and vendors, coordinate the review, development, and enhancement of e-learning courses.
• Bachelor's Degree is preferred
• At least 2 years of proven work experience supporting the help desk, contact center, and development of training materials.
• Exhibit a heightened sense of accountability to internal and external stakeholders and for outcomes created.
• Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
• Candidate must be proficient with Microsoft Office and have some knowledge of Smartsheet, Salesforce Ticketing system, and JIRA software tools.
• Can be fully remote or onsite in the Washington DC office if preferred.