Remote Federal Help Desk Specialist (Tier 1–2)

Bixal; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Flex hours

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Short-term disability and life保险

Commuter benefits

PTO

11 Paid holidays

Job summary

Bixal is seeking a Help Desk Specialist to be the first point of contact for users of a federal platform that supports regulatory planning and review. You will provide Tier 1 and Tier 2 support, diagnose and resolve issues, and escalate to engineering when needed, while monitoring tickets and feeding user feedback into the product backlog.

This role is 100% remote in the U.S. and requires a Bachelor's degree in IT/CS/IS, 4+ years of experience, and ability to obtain a Public Trust.

Qualifications

• Bachelor's degree in IT/CS/IS or related field.
• 4+ years of enterprise-level help desk support experience.
• Experience resolving Tier 2 issues and knowledge of escalation paths.
• Excellent written and verbal communication with government stakeholders.

Responsibilities

• Serve as the first point of contact for agency users via web, phone, and email, providing Tier 1 and Tier 2 support and resolving issues.
• Triage, categorize, and log every incident in Zendesk with details.
• Meet SLAs: 95% responses within 3 business hours; 98% resolutions within 1 business day.
• Handle user access, login issues, and questions about workflows and system status.
• Investigate complex issues using logs and queries; provide clear reproduction steps for engineers.

Skills

Zendesk

SQL

Troubleshooting

Communication

Education

Bachelor's degree in IT/CS/IS

Tools

Zendesk

Job description

Bixal is seeking a Help Desk Specialist to be the first point of contact for users of a federal platform that supports regulatory planning and review. You will provide Tier 1 and Tier 2 support, diagnose and resolve issues, and escalate to engineering when needed, while monitoring tickets and feeding user feedback into the product backlog.

This role is 100% remote in the U.S. and requires a Bachelor's degree in IT/CS/IS, 4+ years of experience, and ability to obtain a Public Trust.