Remote Help Desk Specialist: Shape Our New Support Team

Collaboration.Ai; Minneapolis (MN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Shape a brand-new function from day 1

Impactful work in defense/publicsector

AI-powered tools and modern tech stack

Job summary

Collaboration.Ai is seeking a patient, detail-oriented Help Desk Specialist to be the first point of contact for end users and to grow into leading our support function. This remote, work-from-home role requires handling government-related data securely and working aligned with East Coast hours.

You’ll triage and resolve 1st-level issues, route complex tickets to the right teams, and build self-service content to reduce repeat inquiries as we scale the function.

Qualifications

• 5-6 years in a help desk, IT support, or SaaS/technical support role.
• Clear written and spoken English — able to explain a technical fix to a non-technical person.
• Based on the U.S. East Coast, able to work East Coast business hours.
• Familiarity with HubSpot, Jira, and Confluence.

Responsibilities

• Provide 1st level support to end users via email and other channels.
• Log, triage, and track issues in HubSpot with clear tickets for engineering.
• Maintain HubSpot/Jira/Confluence to support processes and documentation.
• Create self-service content for the help center to reduce repeats.
• Collaborate with product, engineering, and customer success teams.
• Handle customer data securely in a government context.

Skills

Help desk experience

Strong communication

English proficiency

Problem solving

Security awareness

Tools

HubSpot

Jira

Confluence

Job description

Collaboration.Ai is seeking a patient, detail-oriented Help Desk Specialist to be the first point of contact for end users and to grow into leading our support function. This remote, work-from-home role requires handling government-related data securely and working aligned with East Coast hours.

You’ll triage and resolve 1st-level issues, route complex tickets to the right teams, and build self-service content to reduce repeat inquiries as we scale the function.