{"id":1017158,"url":"https://alion.io/job/vetsez-help-desk-coordinator","title":"Help Desk Coordinator","company":{"id":11681,"name":"VetsEZ","domain":"vetsez.com","url":"https://alion.io/company/vetsez","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"explicit","locations":["Huntsville, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":93000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":44},"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-17T20:47:27Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-09-24T10:06:01Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nThis 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.\nThe candidate must reside within the continental US.\nResponsibilities\nRespond to user inquiries and support requests received through phone, email, or chat, providing timely and accurate assistance.\nDiagnose and resolve first-level software application issues across Windows and macOS environments.\nDocument user interactions, reported problems, troubleshooting activities, and resolutions accurately within the help desk system.\nEscalate unresolved or complex application issues to the appropriate development or technical team with complete supporting details.\nProvide basic guidance and training to users on software applications, system functionality, and standard operating procedures.\nMonitor open incidents, follow up with users, and communicate clear status updates through resolution.\nTake on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.\nRequirements\nBachelor’s degree in Information Technology, Computer Science, or a related field, along with professional experience in a help desk or technical support role.\n2 plus years of experience in supporting Windows and macOS operating systems and Microsoft Office applications.\nExperience using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests.\nStrong analytical and troubleshooting skills with the ability to diagnose and resolve software application issues effectively.\nExcellent customer service skills with a patient, friendly, and professional demeanor.\nStrong written and verbal communication skills with the ability to collaborate effectively with users, developers, and technical team members.\nAdditional Qualifications\nExperience supporting the Department of Veterans Affairs or another federal government agency.\nFamiliarity with federal healthcare applications, technical support procedures, or regulated information technology environments.\nRelevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred.\nSecurity Clearance Requirements\nU.S. Citizenship is required.\nAll selected candidates must successfully complete a background check.\nAbility to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position.\nBenefits\nMedical/Dental/Vision\n401k with Employer Match\nPTO + Federal Holidays\nCorporate Laptop\nTraining Opportunities\nRemote Opportunity\nVetsEZ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.\nSorry, we are unable to offer sponsorship at this time.","description_format":"text","description_chars":3351,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","DevSecOps","IT Consulting","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-09-18T12:26:16Z"}],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.986,"p_room":1,"age_days":6,"expected_fill_days":21,"reasons":["conf:2","urgency","velocity","win:early","comp:junior"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/vetsez-help-desk-coordinator","json_url":"https://alion.io/job/vetsez-help-desk-coordinator.json","meta":{"generated_at":"2026-09-24T12:29:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}