Help Desk Specialist

Collaboration.Ai • Minneapolis, MN

1d • Remote

About The Position

Collaboration.Ai is seeking a patient, detail-oriented, full-time Help Desk Specialist to serve as the initial point of contact for end-users of their software. This role offers the opportunity to grow into leading the support function as it scales. The specialist will be responsible for triaging and resolving 1st-level issues, escalating unresolved problems to the appropriate teams, and developing self-service content to address recurring questions. As this is a new function within the company, the individual will have significant influence over the tools, processes, and standards for support. Due to the nature of the company's work with government customers, the role requires careful and secure handling of customer data and access. This is a remote, work-from-home position, with a preference for candidates located in the Eastern Standard Time zone.

Requirements

• 5-6 years in a help desk, IT support, or SaaS/technical support role.
• U.S. citizenship required due to Federal Contract Requirements.
• Familiarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool).
• Clear written and spoken English, with the ability to explain technical fixes to non-technical individuals.
• Comfortable with ticketing systems and a habit of documenting processes.
• Based on the U.S. East Coast, able to work East Coast business hours.
• Strong communication skills, with the ability to adjust tone appropriately for different users.
• Patience in handling repeat questions and frustrated users.
• Problem-solving skills, with a focus on identifying root causes.
• Security awareness, understanding the importance of careful handling of access and data, particularly for government customers.

Nice To Haves

• Hands-on experience specifically with HubSpot Service Hub, Jira, or Confluence (rather than just equivalent tools).
• Experience supporting software used by public-sector or government customers.
• Familiarity with writing knowledge base or help center content.

Responsibilities

• Provide 1st level support to end users of our software over agreed-upon channels, primarily email.
• Log, triage, and track issues in HubSpot, creating clear internal tickets for prompt resolution by the appropriate team.
• Manage the day-to-day use of HubSpot for ticketing and customer email correspondence.
• Create and track Jira tickets for issues requiring engineering intervention, ensuring clear documentation for efficient handoff.
• Maintain the Confluence space as the central repository for support process documentation.
• Build and maintain self-service materials for the help center, including articles, FAQs, and how-to guides.
• Collaborate with product, engineering, and customer success teams to escalate unresolved issues and provide feedback on common customer inquiries.
• Handle customer data and access with care, adhering to security and privacy practices relevant to a government context.
• Assist in defining the support process as the function expands.

Benefits

• The chance to shape a brand-new function from day one, with real influence over tools and process.
• Work that matters in building AI-powered solutions for defense, public sector, and regulated industries.
• Experience with SOC 2 and NIST compliance, FedRAMP readiness.
• Exposure to AI-native development practices, including agentic coding tools, agent SDKs and harnesses, MCP servers, and Agent Skills standards.
• Real ownership and a high-autonomy culture.
• Opportunity to own outcomes end-to-end, with work that is seen, used, and valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed