[Hiring] Service Desk Triage / Project Coordinator @Virtual Technologies Group

Role Description

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.

• 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.
• 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.

Qualifications

• 1 to 3 years of experience in project coordination, IT service desk triage, or an IT support role.
• Proficiency with enterprise ticketing and project management tools, primarily Atlassian Jira and Confluence (ServiceNow experience is also highly valued).
• Exceptional written and verbal communication skills; ability to translate technical concepts to non-technical museum staff and vice versa.
• A strong customer-service mindset with a proven track record of de-escalating issues and maintaining positive client relationships.
• High attention to detail with the ability to juggle multiple competing priorities without dropping the ball.

Requirements

• 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.

Benefits

• Competitive compensation range: $50k-$70K.
• Full-Time position.
• Remote work opportunity in the D.C. Area.

Company Description

Quotient, Inc. is a leading provider of customized information technology solutions, specializing in:

• Systems integration
• Full-stack software development
• Cybersecurity
• Project management
• 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.