Help Desk Coordinator

US·HuntsvilleRemotemid

OtherCoordinator

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Quick Summary

Overview

We are currently looking for a Help Desk Coordinator for a 100% remote position supporting a large federal government healthcare modernization project.

Technical Tools

OtherCoordinator

We are currently looking for a Help Desk Coordinator for a 100% remote position supporting a large federal government healthcare modernization project. The selected candidate will provide first-level support for software applications, troubleshoot user-reported issues, maintain accurate service records, and deliver a responsive and professional customer experience.

This role operates in a collaborative support environment and requires regular coordination with end-users, technical teams, and software developers to track incidents, escalate complex problems, and ensure timely resolution.

The candidate must reside within the continental US.

Responsibilities

~1 min read

→Respond to user inquiries and support requests received through phone, email, or chat, providing timely and accurate assistance.
→Diagnose and resolve first-level software application issues across Windows and macOS environments.
→Document user interactions, reported problems, troubleshooting activities, and resolutions accurately within the help desk system.
→Escalate unresolved or complex application issues to the appropriate development or technical team with complete supporting details.
→Provide basic guidance and training to users on software applications, system functionality, and standard operating procedures.
→Monitor open incidents, follow up with users, and communicate clear status updates through resolution.
→Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.

Requirements

~1 min read

Bachelor’s degree in Information Technology, Computer Science, or a related field, along with professional experience in a help desk or technical support role.
2 plus years of experience in supporting Windows and macOS operating systems and Microsoft Office applications.
Experience using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests.
Strong analytical and troubleshooting skills with the ability to diagnose and resolve software application issues effectively.
Excellent customer service skills with a patient, friendly, and professional demeanor.
Strong written and verbal communication skills with the ability to collaborate effectively with users, developers, and technical team members.

Experience supporting the Department of Veterans Affairs or another federal government agency.
Familiarity with federal healthcare applications, technical support procedures, or regulated information technology environments.
Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred.

U.S. Citizenship is required.
All selected candidates must successfully complete a background check.
Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position.