Technical Support / Helpdesk Coordinator (Level 1)

Our client seeks a Technical Support / Helpdesk Coordinator (Level 1) to provide Level 1 systems support, ticket coordination, and administrative assistance to the Support Services Department. The role works closely with the Product Success Supervisor, Customer Relations & Technical Support Specialist, and internal teams to ensure smooth handling, escalation, and tracking of incoming support requests. This is an administrative-leaning, internal-facing helpdesk role focused on ticket intake, triage, basic troubleshooting, and accurate documentation. The engagement is contract from mid-May through September or October, supporting an internal project that requires temporary coverage. Work is in a standard office environment and is primarily computer and desk based. Jira is the ticketing system, with an average of 10-20 tickets per day supporting internal employees only., * Field incoming helpdesk requests via Jira tickets, email, and phone.

• Perform basic Level 1 troubleshooting for repeatable or simple issues.
• Assign, escalate, or route tickets to appropriate internal teams when needed.
• Maintain professionalism, accuracy, and efficiency in all communications.
• Review system behavior to confirm alignment with documented requirements for issues not resolved at Level 1.
• Submit tickets to Development and collaborate on fixes when misalignments are found.
• Enter, update, and track incidents and requests in Jira.
• Assist in prioritizing tickets and maintain urgency to meet the 4-hour SLA.
• Review data associated with ticket fixes to ensure accuracy and communicate updates to end users.
• Utilize in-application SQL statements to execute database updates when required.
• Prepare user guides, presentations, and communications related to new system features or enhancements.
• Assist department staff with presentations, conference documents, agendas, and meeting minutes.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance., * Helpdesk experience at Level 1 with technical customer support background.

• Strong communication and organizational skills with ability to handle repetitive administrative tasks accurately.
• Comfort with ticketing systems, Jira preferred.
• Strong computer skills and familiarity with common applications.
• Ability to work extended periods at a computer and travel up to 10%., * AS degree in business or related field or 3 years of technical customer support experience. Bachelor's degree preferred.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality. If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.