Collaboration.Ai

Help Desk Specialist

Remote
Full Time
Mid Level

Who We Are

Collaboration.Ai is a mission-focused, AI-powered software and services company based in Minnesota, with employees, partners, and customers around the world. We unite people, technology, and purpose to accelerate breakthroughs that transform industries, empower communities, and create a more sustainable future. We collaborate with organizations across the defense ecosystem, helping them navigate complex challenges and drive transformative change. To learn more about us, visit collaboration.ai.

Our product lineup:

  • NetworkOS: NetworkOS is an AI-powered platform that aligns people, purpose, ideas, and expertise in real-time, generating actionable insights to propel movements forward.
  • CrowdVector: CrowdVector is an integrated solution marketplace and innovation management platform that rapidly uncovers new ideas and advances breakthroughs to fuel movements.

About the Role

We’re looking for a patient, detail-oriented full-time Help Desk Specialist to be the first point of contact for end users of our software and grow into leading our support function as it scales. You’ll start hands-on: triaging and resolving 1st-level issues, routing what you can’t fix to the right team, and building the self-service content that keeps repeat questions from piling up. This is a brand-new function at Collaboration.Ai, so you’ll have real influence over how support is run as we grow it — the tools, the process, and the standards. Because much of our work touches government customers, this role also carries real responsibility for handling customer data and access carefully and securely.

This is a remote, work from home position. Preferred candidates are located in Eastern Standard Time. 

What You’ll Do

1st-Level Support

  • Provide 1st level support to end users of our software over the channels we agree on, mostly email.
  • Log, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quickly.

Ticketing, Tools & Workflow

  • Own day-to-day use of HubSpot for ticketing and customer email correspondence.
  • Create and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back-and-forth.
  • Maintain our Confluence space as the source of truth for support process documentation.

Knowledge Base & Self-Service

  • Build and maintain self-service material for our help center: articles, FAQs, short how-to guides that cut repeat questions.

Cross-Functional Collaboration

  • Work with our product, engineering, and customer success teams to escalate what you can’t resolve and feed back what customers keep asking about.

Security & Data Handling

  • Handle customer data and access carefully, following security and privacy practices appropriate to a government context.

Process & Function Building

  • Help define the support process itself as the function grows.

What We’re Looking For

Required

  • 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 — able to explain a technical fix to a non-technical person without making them feel small.
  • Comfortable with ticketing systems and a habit of documenting as you go.
  • Based on the U.S. East Coast, able to work East Coast business hours.
  • Strong communication skills, adjusting tone to whoever you’re helping.
  • Patience: repeat questions and frustrated users don’t rattle you.
  • Problem-solving: you dig for the root cause instead of just closing the ticket.
  • Security awareness: you understand why careful handling of access and data matters, especially for government customers.

Preferred

  • 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.

What We Offer

  • The chance to shape a brand-new function from day one, with real influence over tools and process.
  • Work that matters. We build AI-powered solutions for defense, public sector, and regulated industries — SOC 2 and NIST compliance, FedRAMP readiness, and customers whose missions demand the most trustworthy software.
  • AI-native by default. We build with AI, not just for AI. Agentic coding tools (Claude Code/Codex/etc.), agent SDKs and harnesses, MCP servers, and Agent Skills standards are how we work daily. You’ll push the boundaries of what AI tooling can do across the full stack.
  • Real ownership. High-autonomy culture. You’ll own outcomes end-to-end — and your work will be seen, used, and valued.
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 07/31/2029
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*