Support volunteers and coordinate training resources by delivering help desk and project coordination across systems and learning materials.

Provide project coordination and help desk support to volunteers on operating systems.
Triaging support tickets and routing them to the appropriate program groups.
Review and process tax site data requests, along with system support tickets.
Maintain assigned Tax-Aide Library sections in the Volunteer Portal to ensure content is organized and current.
Partner with the Tax-Aide Operations team to support business needs and identify opportunities to improve efficiencies.
Participate actively and consistently in Tax-Aide Operations Team meetings, National Operations Committee-associated meetings, and Tax-Aide All team meetings.
Coordinate, in collaboration with Tax-Aide team members, volunteers, and vendors, the review, development, and enhancement of e-learning courses.

Bachelor’s Degree preferred.
At least 2 years of proven work experience supporting the help desk, contact center, and development of training materials.
Demonstrate accountability to internal and external stakeholders and responsibility for outcomes delivered.
Show willingness to take ownership, coordinate multiple projects at once, and produce professional work on deadline.
Proficient with Microsoft Office.
Some knowledge of Smartsheet, Salesforce Ticketing system, and JIRA.
Work location flexibility: fully remote or onsite in the Washington, DC office if preferred.

Location: Washington, DC (remote)
Experience: 2+ years

Help Desktop Support, Contact Center for Training Materials

Job Description