Remote Help Desk Specialist — AI-Powered Gov Tech

Collaboration.Ai; Minneapolis (MN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Shape a new function from day one

Work on AI-powered defense software

SOC 2 and FedRAMP readiness

Job summary

Collaboration.Ai seeks a patient, detail-oriented Help Desk Specialist to be the first contact for end users of our software and help 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 self-service content that reduces repeat questions. This is a remote, work-from-home position with preference for candidates in Eastern Standard Time.

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
• Comfortable with ticketing systems and 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 with repeat questions and frustrated users
• Problem-solving: dig for root cause rather than just closing tickets
• Security awareness: careful handling of access and data especially for government customers

Responsibilities

• Provide 1st level support to end users via email and other agreed channels
• Log, triage, and track issues in HubSpot with clear internal tickets
• Create and track Jira tickets for engineering handoffs
• Maintain Confluence as the source of truth for support docs
• Build and maintain self-service materials for the help center
• Collaborate with product, engineering, and customer success teams
• Handle customer data securely following government-context practices
• Help define and grow the support process as the function scales

Skills

Help desk experience

Customer service

Security awareness

Clear written and spoken English

East Coast business hours

Tools

HubSpot

Jira

Confluence

Job description

Collaboration.Ai seeks a patient, detail-oriented Help Desk Specialist to be the first contact for end users of our software and help 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 self-service content that reduces repeat questions. This is a remote, work-from-home position with preference for candidates in Eastern Standard Time.