Remote Service Desk Triage & Agile Project Coordinator

Virtual Technologies Group; Washington (District of Columbia); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Quotient Inc. (A VTG Company) is seeking a Project Coordinator / Service Desk Triage for a hybrid role in the D.C. area.

You will triage tickets from Smithsonian stakeholders, coordinate with engineering teams, and support project managers with Agile ceremonies and status reporting. The candidate should have 1–3 years in project coordination or IT service desk roles, and strong skills with Jira and Confluence; ServiceNow is a plus.

Qualifications

• Experience: 1 to 3 years of experience in project coordination, IT service desk triage, or an IT support role.
• Tool Mastery: Jira and Confluence; ServiceNow experience valued.
• Communication: Excellent written and verbal communication; translate technical concepts for non-technical users.
• Customer Focus: Strong customer-service mindset with ability to de-escalate issues.
• Organization: High attention to detail with multiple priorities.

Responsibilities

• Frontline triage: monitor the IT service desk queue for bug reports, feature requests, and tickets related to Smithsonian web properties.
• Categorize & prioritize: assess severity and impact, assign to Tier 2/3 teams.
• Stakeholder communication: provide timely updates and manage expectations on ticket status.
• SLA management: ensure tickets are acknowledged, updated, and resolved within SLAs.
• Documentation: maintain project wikis, runbooks, and knowledge-base articles.

Skills

Communication skills

Customer-service mindset

Organizational skills

Tools

Jira

Confluence

ServiceNow

Job description

Quotient Inc. (A VTG Company) is seeking a Project Coordinator / Service Desk Triage for a hybrid role in the D.C. area.

You will triage tickets from Smithsonian stakeholders, coordinate with engineering teams, and support project managers with Agile ceremonies and status reporting. The candidate should have 1–3 years in project coordination or IT service desk roles, and strong skills with Jira and Confluence; ServiceNow is a plus.