Help Desk Coordinator

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Deliver initial support for software applications.

• Address user inquiries and support requests received via phone, email, or chat.

• Identify and resolve first-level software application issues across both Windows and macOS platforms.

• Accurately document user interactions, reported issues, troubleshooting efforts, and solutions within the help desk system.

• Escalate unresolved or intricate application issues to the relevant development or technical teams, providing comprehensive supporting details.

• Offer basic guidance and training to users on software applications, system functionalities, and standard operating procedures.

• Monitor open incidents, follow up with users, and communicate clear status updates until resolution.

• Collaborate regularly with end-users, technical teams, and software developers.

• Undertake additional tasks and responsibilities as needed to support team objectives and ensure the success of projects.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, along with relevant experience in a help desk or technical support position.

• Over 2 years of experience in supporting Windows and macOS operating systems and Microsoft Office applications.

• Proficient in using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests.

• Strong analytical and troubleshooting abilities to effectively diagnose and resolve software application issues.

• Exceptional customer service skills characterized by a patient, friendly, and professional demeanor.

• Excellent written and verbal communication skills, with the ability to collaborate effectively with users, developers, and technical team members.

• U.S. Citizenship is mandatory.

• All selected candidates must successfully undergo a background check.

• Capability to obtain and maintain a Government/Public Trust clearance, including necessary fingerprinting, if required for the role.

• Preferred relevant technical certifications include CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification.

• Candidates must reside within the continental U.S.

• Sponsorship is not available.

🏝️ Benefits

• Medical/Dental/Vision coverage.

• 401k plan with Employer Match.

• Paid Time Off (PTO) plus Federal Holidays.

• Corporate Laptop provided.

• Opportunities for training.

• Remote work opportunity.