Project Coordinator / Service Desk Triage

Virtual Technologies Group • DC, DC

1d • $50,000 - $70,000 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

What This Job Offers

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