Helpdesk Coordinator - Zendesk

October 10, 2025

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GP Strategies Government Solutions is seeking a US-based Support Services Coordinator to join their support team. This entry-level position will assist in managing incoming tickets to the Helpdesk and collaborate with the consulting team to meet client and company expectations.

Responsibilities

Monitor and manage incoming helpdesk tickets via email.
Data entry to include updating ticket statuses, time entries and activity notes.
Assess and categorize support requests based on urgency and subject matter.
Assign tickets to appropriate consultants based on client needs.
Communicate clearly with clients to confirm receipt of tickets and provide updates as needed.
Track ticket progress to ensure timely resolution.
Escalate issues when necessary and ensure proper documentation of all interactions.
Capable of wearing multiple hats simultaneously
Ability to collaborate with consultants, external partners, and clients.
Maintain accurate records and contribute to helpdesk reporting and metrics.

Skills

Detailed and results-oriented individuals take the initiative to solve problems.
Ability to communicate with team members and clients concisely and confidently, both verbal and written.
Ability to work both independently and within a team environment.
Ability to work creatively and analytically in a problem-solving, fast-paced environment.
Ability to work closely with multiple internal and external organizations.
US Citizen or Green Card.
Able to pass background checks and public trust clearance if/when needed for assignments.
Client focused mindset with a willingness to learn and grow.
Ability to work 100% remotely and independently with minimal supervision
Comfortable with basic office software, Microsoft Suite.
Experience in customer service or administrative support.
Familiar with helpdesk software.
Basic understanding of technical terminology or service workflows.

Education Requirements

High school diploma or equivalent.

Company Overview

GP Strategies Government Solutions, a subsidiary of GP Strategies Corporation, specializes in supporting federal, state, and local government agencies, defense contractors and commercial clients. It was founded in undefined, and is headquartered in Columbia, Maryland, US, with a workforce of 201-500 employees. Its website is https://www.gpstrategies.com/industries-we-serve/government/.

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