Help Desk Coordinator

Summary

VetsEZ is seeking a Help Desk Coordinator to support a federal government healthcare modernization project remotely. The role provides first-level software application support, troubleshoots user issues, maintains service records, coordinates escalations, and delivers customer guidance and status updates.

Responsibilities

• 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

Skills

• 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
• U.S. Citizenship is required
• The candidate must reside within the continental US
• Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred

Qualifications

Must Haves

• 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
• U.S. Citizenship is required
• The candidate must reside within the continental US

Nice to Haves

• Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training Opportunities
• Remote Opportunity