Remote Help Desk Coordinator — Windows/macOS & Jira/ServiceNow

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

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.