Technical Support / Helpdesk Coordinator (Level 1)

Job Description

Job Description

Description:

Onsite in Warrendale, PA

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.

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.

Rate: $20.00 to $27.00/hr. w2

Responsibilities:

• 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.

Experience Requirements:

• 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%.

Education Requirements:

• AS degree in business or related field or 3 years of technical customer support experience. Bachelor’s degree preferred.

Recruitment Transparency Notice

 

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening  and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( View email address on us.fitly.work , View phone number on us.fitly.work) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

 

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 will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact View email address on us.fitly.work.

 

About Eliassen Group:

 

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.

 

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

 

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