Remote Service Desk Triage & Project Coordinator

VTG; Washington (District of Columbia); Remote; USD 50,000 - 70,000; Full time

Job summary

Quotient, Inc. is seeking a Service Desk Triage / Project Coordinator in the D.C. area with remote options. The role supports Smithsonian stakeholders, triages tickets, and coordinates project activities to keep agile delivery on track.

You will monitor queues, classify issues, route to Tier 2/3 teams, and assist in sprint planning and reporting. Strong communication and organizational skills are essential.

Qualifications

• 1–3 years in project coordination, IT service desk triage, or IT support role.
• Proficiency with Jira and Confluence; ServiceNow experience valued.
• Excellent written and verbal communication; able to translate technical concepts to non-technical users.
• Strong customer-service mindset with ability to manage multiple priorities.

Responsibilities

• Service Desk Triage & Support: monitor queues, classify and prioritize tickets, route to engineering teams, update stakeholders.
• SLA Management: ensure tickets are acknowledged and resolved within SLAs.
• Stakeholder Communication: provide timely updates and verify issue resolution with end users.
• Project Coordination: assist in backlog refinement, sprint planning, and daily stand-ups.
• Tracking & Reporting: maintain project documentation and weekly/monthly status reports.
• Process Improvement: identify recurring issues and propose workflow/documentation updates.

Skills

Project coordination

IT service desk triage

IT support

Exceptional communication

Customer service mindset

Organizational skills

Tools

Jira

Confluence

ServiceNow

Job description

Quotient, Inc. is seeking a Service Desk Triage / Project Coordinator in the D.C. area with remote options. The role supports Smithsonian stakeholders, triages tickets, and coordinates project activities to keep agile delivery on track.

You will monitor queues, classify issues, route to Tier 2/3 teams, and assist in sprint planning and reporting. Strong communication and organizational skills are essential.