Help Desk Coordinator

About the role

We are seeking a Help Desk Coordinator to provide first‑level support for a large federal government healthcare modernization project. This fully remote, full‑time position requires a professional who can deliver prompt, courteous assistance to end‑users across the United States.

Key responsibilities

• Respond to user inquiries via phone, email, or chat and resolve software application issues on Windows and macOS platforms.
• Document all interactions, problems, troubleshooting steps, and resolutions in the help‑desk system.
• Escalate complex incidents to development or technical teams with complete supporting details.
• Provide basic training and guidance on application functionality and standard operating procedures.
• Monitor open tickets, follow up with users, and communicate clear status updates.
• Assist the team with additional tasks to ensure project success.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience supporting Windows, macOS, and Microsoft Office applications.
• Experience using Jira and ServiceNow for incident tracking.
• U.S. citizenship and ability to work remotely within the continental United States.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office suite
• Jira
• ServiceNow
• CompTIA A+ (preferred)
• ITIL Foundation (preferred)
• Microsoft certifications (preferred)