Service Desk Triage / Project Coordinator

Job Title: Service Desk Triage / Project Coordinator

Company: Quotient Inc.(A VTG Company)

Location: D.C. Area (Remote) Service Ticket System (OCIO) Bi-Annual

Position Type: Full-Time

Company Overview:

Quotient, Inc. is a leading provider of customized information technology solutions, specializing in systems integration, full-stack software development, cybersecurity, project management, and operational support. We serve a diverse range of clients, including federal agencies, defense, civilian communities, and commercial customers across the United States. As a subsidiary of Virtual Technologies Group (VTG), Quotient continues to uphold its reputation as one of the most innovative, respected, and ethical providers of technology solutions. We are dedicated to providing growth and opportunity for our team while delivering exceptional value to our clients.

Position Overview

This hybrid role is the operational backbone of our digital delivery team. You will serve as the first point of contact for incoming requests and technical issues from Smithsonian stakeholders, while also providing critical administrative and coordination support to our Project Managers.

You will monitor ticketing queues, assess the urgency and impact of incoming issues, route them to the appropriate developers, and ensure service-level agreements (SLAs) are met. When you aren't triaging tickets, you will assist in tracking sprint progress, scheduling Agile ceremonies, and generating status reports. The ideal candidate is an empathetic communicator who thrives in a fast-paced environment and loves bringing order to project demands.

Day-To-Day Duties and Responsibilities

Service Desk Triage & Support:

• Frontline Triage: Monitor the IT service desk queue for incoming bug reports, feature requests, and support tickets related to Smithsonian web properties.

• Categorize & Prioritize: Assess the severity and impact of incoming tickets, categorizing them accurately and assigning them to the appropriate Tier 2/Tier 3 engineering teams.

• Stakeholder Communication: Act as the primary liaison for end-users, providing timely updates on ticket status, managing expectations, and verifying issue resolution.

• SLA Management: Ensure tickets are acknowledged, updated, and resolved within established client Service Level Agreements.

Project Coordination:

• Agile Support: Assist the Project Manager and Scrum Master in organizing backlog refinement, sprint planning, and daily stand-ups.

• Tracking & Reporting: Maintain up-to-date project documentation, track deliverables, and compile weekly or monthly status reports for client leadership.

• Process Improvement: Identify trends in incoming service tickets and propose workflow improvements, documentation updates, or training opportunities to reduce recurring issues.

• Documentation: Maintain project wikis, runbooks, and knowledge-base articles to ensure both the team and the client have access to accurate information.

Minimum Qualifications

Experience: 1 to 3 years of experience in project coordination, IT service desk triage, or an IT support role.

Tool Mastery: Proficiency with enterprise ticketing and project management tools, primarily Atlassian Jira and Confluence (ServiceNow experience is also highly valued).

Communication: Exceptional written and verbal communication skills; ability to translate technical concepts to non-technical museum staff and vice versa.

Customer Focus: A strong customer-service mindset with a proven track record of de-escalating issues and maintaining positive client relationships.

Organization: High attention to detail with the ability to juggle multiple competing priorities without dropping the ball.

Preferred Qualifications

Certifications in ITIL Foundations or Agile/Scrum (e.g., CSM, CAPM).

Prior experience working in a federal contracting environment or supporting cultural institutions.

Basic understanding of web development lifecycles and CMS platforms (e.g., Drupal) to better understand developer workflows.

EEO Statement:

Quotient, Inc is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.