Source Job

• Provide Tier 1 and Tier 2 support for user access issues related to IAM, security policies, and cloud authentication systems.
• Coordinate help desk workflows using ITSM platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• Submit Help Desk Performance & Support Metrics Reports detailing ticket resolution rates, user support trends, and SLA adherence.

SOSi is a large private, founder-owned technology and services integrator in the defense and government services industry, founded in 1989. They deliver tailored solutions and trusted results to enable national security missions worldwide.

• Serve as the first point of contact for support requests via ticketing system, email, or chat.
• Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries.
• Document incidents, track resolution progress, and communicate updates to stakeholders.

Oddball is a company that brings quality software to the federal space, improving the daily lives of millions of people. They value learning and growth and the ability to make a big impact at a small company.

• Act as the primary technical point of contact for external partners and internal teams, managing support requests through ticketing systems.
• Investigate, diagnose, and resolve technical issues related to software behavior, platform integrations, and configurations.
• Collaborate with engineering, QA, and product teams to resolve complex challenges and improve platform performance.

Our partner is a technology company that provides digital experiences for partners and end users. They have a collaborative support team focused on continuous learning and improvement.

• Troubleshoot customer issues using documentation, tools, and escalation resources to deliver excellent experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat.
• Partner with leaders to exceed performance goals in satisfaction, quality, attendance, and productivity.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, now uniting human teams with AI agents. With over 20 years of experience, the company fosters a culture where ideas are heard, potential is supported, and diverse perspectives are welcomed.

• Lead two distinct support functions: the Enterprise Applications support team and the IT Help Desk.
• Manage, coach, and develop support personnel, establishing clear expectations and driving accountability.
• Own end-to-end service performance, including employee experience, queue health, and SLA performance.

GuidePoint Security provides trusted cybersecurity expertise, solutions, and services that help organizations make better decisions and minimize risk. They have grown to over 1,200 employees and maintain a collaborative, values-driven culture.

• Support Technical Account Managers and Agile Leads in planning, coordinating, and delivering project activities.
• Coordinate project meetings, track progress, document action items, and escalate risks or issues as needed.
• Provide project operations support including deliverable tracking, documentation, reporting, and project management tools administration.

Smile Digital Health enables healthcare stakeholders to collect and exchange data using a leading FHIR-based data liberation platform. The company was ranked #19 on Deloitte's Technology Fast 50 for 2024 and fosters a culture of belonging, inclusion, and authenticity.

• Serve as the first point of contact for arts organizations, answering questions and troubleshooting complex software workflows including ticketing setup and seasonal pricing.
• Provide high-quality support across multiple channels including tickets, live chat, and phone, while meeting KPIs like response time and customer satisfaction.
• Test and verify software bugs, document issues in Zendesk and Jira, and collaborate with Development team for timely resolution.

Neon One is a leader in nonprofit software since 2004, creating intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen. The company operates with a customer-first mindset, powered by empathy, innovation, and a shared mission to empower organizations, with a fully remote collaborative culture.

• Provide frontline application support for CMiC Construction Management software, assisting end users with system access, navigation, and process issues.
• Manage user account lifecycle, troubleshoot access issues, and escalate complex technical problems to internal teams or vendors.
• Collaborate with IT department to update documentation, policies, and continuously improve IT service delivery.

Shimmick is a construction company that delivers high-quality projects through innovative thinking and collaboration. They are a team of resourceful and resilient professionals committed to exceeding client expectations.

• Provide prompt technical support for end-user hardware, software, and mobile devices while meeting service level agreements.
• Diagnose and resolve technical incidents efficiently, using remote tools and documenting in the ticketing system.
• Support collaboration technologies and contribute to knowledge management by creating documentation and sharing best practices.

Our partner is a company seeking an End User Support Technician to deliver high-quality IT support. The role is within a mission-critical enterprise IT environment, with a collaborative team focused on knowledge sharing and professional development.

• Lead and support requirement gathering, scoping, and documentation for Salesforce Service Cloud projects.
• Coordinate project activities across internal teams and business units, ensuring clear task ownership and timely follow-up.
• Triage, analyze, and prioritize incoming Jira tickets in partnership with the Manager.

Granicus provides cloud-based digital solutions for government communications and digital services, helping agencies improve citizen engagement. With over 25 years of experience, they serve 5,500+ government agencies and have a remote-first culture with a globally distributed team.

• Provide fast, high-quality technical support to progressive clients using Scale to Win's texting and dialer tools.
• Develop and improve client response channels, training materials, and canned responses to ensure rapid issue resolution.
• Train new clients and support existing ones via Zoom, while assisting Client Success Managers with daily operations.

Scale to Win is a fully-remote, progressive political tech company founded in 2020 by organizing leaders from major presidential campaigns. They work with over 3,000 Democratic and progressive organizations, including the Biden-Harris campaign, in a fast-paced, start-up environment.

• Handle and resolve daily tickets in Jira Service Management, providing technical support via Service Desk and Slack.
• Conduct onboarding and offboarding, managing user accounts, equipment, and access to corporate systems.
• Maintain knowledge base, monitor equipment, and participate in strategic IT projects with a focus on customer service.

Plata Card is a fintech company focused on innovative financial solutions. They have a supportive, high-tech team that values creativity and open communication, with offices in Georgia, Serbia, and Kazakhstan.

• Provide technical support and manage client onboarding and account access for financial and eCommerce systems.
• Collaborate with internal teams to improve IT processes, automation, and documentation.
• Work independently with strong communication skills to ensure client satisfaction and efficiency.

LedgerGurus is a remote outsourced accounting company specializing in eCommerce accounting. The company is employee-focused, has won "Best Business to Work for in Utah" several times, and offers flexible scheduling and a supportive work environment.

• Serve as the initial point of contact for end user inquiries, providing timely support via email, chat, and Slack.
• Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
• Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by analyzing EHR data for revenue cycle teams. The company is a remote-first team with a mission-driven culture and offers benefits like unlimited PTO and parental leave.

• Serve as the primary IT contact, ensuring a high-touch, empathetic support experience for all employees.
• Troubleshoot hardware and software issues and explain solutions in clear, jargon-free language.
• Manage the full lifecycle of equipment, from onboarding to offboarding, and build a helpful knowledge base.

Midi Health is the largest virtual care clinic for women in midlife, providing evidence-based care for perimenopause and menopause. We are a fast-growing, mission-driven company building the infrastructure for this new category of care.

• Troubleshoot and resolve customer issues using documentation, tools, and escalation resources to deliver great experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat while meeting performance goals.
• Contribute to team projects, give feedback, and manage other responsibilities as assigned.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, uniting human teams with AI agents to automate tasks and uncover insights. With over 20 years in business, Smartsheet fosters an inclusive environment where ideas are heard and contributions have real impact.