Help Desk Coordinator

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** * 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** * 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. **Additional Qualifications** * 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. **Security Clearance Requirements** * 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. **