Help Desk Coordinator

VetsEZ is seeking a 100% remote Help Desk Coordinator to deliver first-level technical support for a federal government healthcare modernization project. In this role, you will troubleshoot software issues across Windows and macOS, maintain clear incident documentation, and coordinate timely escalations and user status updates.

Role Focus

Provide responsive help desk support to end users via phone, email, and chat. Diagnose and address first-level software application concerns on Windows and macOS, while accurately recording activity in the help desk system. For issues that cannot be resolved at the first level, you will escalate with complete supporting details.

Responsibilities

• Respond to user inquiries and support requests received through phone, email, or chat, delivering timely and accurate assistance.
• Diagnose and resolve first-level software application issues across Windows and macOS environments.
• Document user interactions, reported problems, troubleshooting steps, and resolutions accurately within the help desk system.
• Escalate unresolved or complex application issues to the appropriate development or technical team, including complete supporting information.
• 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.
• Assist with additional tasks and responsibilities as needed to support project objectives.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, plus professional experience in a help desk or technical support role.
• 2+ years of experience 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 focused on diagnosing and resolving software application issues.
• Excellent customer service skills with a patient, friendly, and professional demeanor.
• Strong written and verbal communication skills, with the ability to coordinate effectively with users and technical teams.

Technologies

• Windows
• macOS
• Microsoft Office
• Jira
• ServiceNow

Preferred / Additional Qualifications

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

Benefits

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

Security Clearance Requirements

• U.S. Citizenship is required.
• 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.

Location

Huntsville, AL (remote)