Technical Support / Helpdesk Coordinator (Level 1)
Warrendale, PA
Category: Support
Industry: Technology
Reference ID: JN -052026-107039
Date Posted: 05/19/2026
Shortcut: http://careers.eliassen.com/b1GWQZ
Description:
Onsite in Warrendale, PA
Our client seeks a Technical Support / Helpdesk Coordinator (Level 1) to provide Level 1 systems support, ticket coordination, and administrative assistance to the Support Services Department. The role works closely with the Product Success Supervisor, Customer Relations & Technical Support Specialist, and internal teams to ensure smooth handling, escalation, and tracking of incoming support requests. This is an administrative‑leaning, internal‑facing helpdesk role focused on ticket intake, triage, basic troubleshooting, and accurate documentation. The engagement is contract from mid‑May through September or October, supporting an internal project that requires temporary coverage. Work is in a standard office environment and is primarily computer and desk based. Jira is the ticketing system, with an average of 10–20 tickets per day supporting internal employees only.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $20.00 to $27.00/hr. w2
Responsibilities:
- Field incoming helpdesk requests via Jira tickets, email, and phone.
- Perform basic Level 1 troubleshooting for repeatable or simple issues.
- Assign, escalate, or route tickets to appropriate internal teams when needed.
- Maintain professionalism, accuracy, and efficiency in all communications.
- Review system behavior to confirm alignment with documented requirements for issues not resolved at Level 1.
- Submit tickets to Development and collaborate on fixes when misalignments are found.
- Enter, update, and track incidents and requests in Jira.
- Assist in prioritizing tickets and maintain urgency to meet the 4‑hour SLA.
- Review data associated with ticket fixes to ensure accuracy and communicate updates to end users.
- Utilize in‑application SQL statements to execute database updates when required.
- Prepare user guides, presentations, and communications related to new system features or enhancements.
- Assist department staff with presentations, conference documents, agendas, and meeting minutes.
Experience Requirements:
- Helpdesk experience at Level 1 with technical customer support background.
- Strong communication and organizational skills with ability to handle repetitive administrative tasks accurately.
- Comfort with ticketing systems, Jira preferred.
- Strong computer skills and familiarity with common applications.
- Ability to work extended periods at a computer and travel up to 10%.
Education Requirements:
- AS degree in business or related field or 3 years of technical customer support experience. Bachelor’s degree preferred.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above