Administrative Assistant / Helpdesk Technician

Administrative Assistant / Helpdesk Technician
Location: Fully remote (Headquarters based in Falls Church, VA)

Pay Rate: $22/hour
Schedule: Monday-Friday, 8:30 AM-5:00 PM EST
Hours: 40 hours/week
Location: Fully Remote from any of the following locations: Virginia, Maryland, Washington D.C., New Jersey, North Carolina, Florida, Texas, Ohio, Utah, South Carolina, Georgia, Michigan, Connecticut, or Arizona.

About the Role

We are looking for a Provider Support Specialist to join a collaborative team supporting medical providers and commercial operators who use a proprietary database system.

This is a great opportunity for someone who enjoys helping people, solving problems, staying organized, and managing multiple priorities. You will be a key point of contact for providers, helping them navigate technical issues, answering questions, managing support requests, verifying credentials, and ensuring that users receive timely and professional assistance.

No two days will look exactly the same. You may be troubleshooting a provider's technical issue one moment, responding to support tickets and emails the next, and then verifying credentials or preparing a report for the client.

The ideal candidate is customer-focused, organized, comfortable with technology, and confident communicating by phone and email.

What You'll Do

• Provide professional and friendly support to medical providers and other system users.
• Assist providers with technical issues and walk them through troubleshooting steps and solutions.
• Manage incoming support tickets, emails, and phone calls, ensuring requests are handled accurately and promptly.
• Investigate problems, identify solutions, and determine when an issue needs to be escalated to the appropriate team.
• Verify provider credentials during the onboarding process.
• Review and maintain provider information to help ensure ongoing compliance.
• Maintain accurate records, documentation, and system information.
• Prepare data pulls, reports, and other information requested by the client.
• Participate in team and client meetings to stay informed about priorities, processes, and potential issues.
• Collaborate with team members while also managing assigned responsibilities independently.
• Assist with special projects and other administrative or operational tasks as needed.

What We're Looking For

• Previous experience in customer service, customer support, provider support, administrative support, or a similar role.
• Experience working in a high-volume customer service or support environment is strongly preferred.
• Strong verbal and written communication skills.
• A friendly, professional, and reassuring phone presence.
• Strong problem-solving skills and the ability to troubleshoot issues logically.
• Excellent organizational and time-management skills.
• Ability to manage multiple requests and competing priorities while maintaining attention to detail.
• Comfortable using Microsoft Office, including Word, Excel, Outlook, Teams, and SharePoint.
• Comfortable learning and working with proprietary databases and computer systems.
• Ability to work independently while also collaborating effectively with a team.
• Bachelor's degree or higher.
• Ability to successfully obtain and maintain a Public Trust Clearance with a government agency.
• Previous remote work experience is strongly preferred.
• IT helpdesk or technical support experience is a plus, but not required.

Who Will Succeed in This Role?

You'll do well in this position if you:

• Enjoy helping people and naturally put customers at ease.
• Can remain calm and professional when dealing with frustrated or confused users.
• Think on your feet and are comfortable troubleshooting problems.
• Know when to investigate an issue further and when to escalate it.
• Stay organized even when priorities change throughout the day.
• Pay close attention to details and follow established procedures.
• Take ownership of your work and follow issues through to resolution.
• Have a positive, collaborative, and can-do attitude.

Work Environment & Schedule

This position is currently fully remote, with a Monday-Friday schedule from 8:30 AM to 5:00 PM EST.

Please note that while the position is currently remote, the work arrangement may change in the future based on the needs of the contract.

Eligible States

Candidates must reside in one of the following states:

Virginia, Maryland, Washington D.C., New Jersey, North Carolina, Florida, Texas, Ohio, Utah, South Carolina, Georgia, Michigan, Connecticut, or Arizona.

Compensation

$22.00 per hour

Why Join?

This is an excellent opportunity for someone looking to build or expand their career in customer support, healthcare administration, provider services, technical support, or government-contract operations while working remotely as part of a collaborative team.

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