Remote Service Desk Triage & Project Coordinator

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

Job summary

Quotient, Inc. is seeking a Service Desk Triage / Project Coordinator to be the operational backbone of our digital delivery team.

You will act as the first contact for Smithsonian stakeholders, triaging tickets and providing administrative support to project managers. In this full-time role, you will monitor queues, categorize issues, coordinate Agile ceremonies, track progress, and generate status reports while ensuring SLAs are met.

Qualifications

• 1–3 years in project coordination or IT service desk triage.
• Proficiency with Jira and Confluence; ServiceNow experience valued.
• Excellent written and verbal communication; translate tech for non-tech users.
• Customer-focused with a track record of de-escalating issues.
• Strong organizational skills to juggle multiple priorities.

Responsibilities

• Monitor IT service desk queue for bug reports, feature requests, and tickets related to Smithsonian properties.
• Categorize tickets by severity and assign to Tier 2/3 engineering teams.
• Act as primary liaison for end-users; provide updates and verify resolutions.
• Ensure tickets are acknowledged, updated, and resolved within SLAs.
• Assist Project Manager and Scrum Master with backlog refinement, sprint planning, and daily stand-ups.
• Maintain project documentation, track deliverables, and compile status reports.

Skills

Communication

Organizational skills

Customer focus

Ticketing systems

Agile support

Tools

Jira

Confluence

ServiceNow

Job description

Quotient, Inc. is seeking a Service Desk Triage / Project Coordinator to be the operational backbone of our digital delivery team.

You will act as the first contact for Smithsonian stakeholders, triaging tickets and providing administrative support to project managers. In this full-time role, you will monitor queues, categorize issues, coordinate Agile ceremonies, track progress, and generate status reports while ensuring SLAs are met.