Remote Help Desk Specialist — Federal Platform Support

Remote Jobs; Fairfax (VA); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Flex hours

401K with matching incentive

Flex Spending Account

Company provided disability & life

Paid Time Off (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 governmentwide regulatory planning and review. You will provide Tier 1 and Tier 2 support, diagnosing issues from access problems to complex workflow errors, working with engineers to resolve them, and becoming an early-warning signal for outages.

You will help maintain documentation, assist with new releases, and support stakeholders who rely on fast, accurate responses.

Qualifications

• Bachelor's degree in IT, CS, IS, or related field.
• 4+ years in Tier 1/2 support for enterprise web applications.
• Experience with Zendesk or equivalent ticketing system.
• Experience with SQL and log analysis to diagnose issues.
• Ability to obtain and maintain a favorable Public Trust determination.
• Excellent written and verbal communication with diverse stakeholders.

Responsibilities

• Provide Tier 1 and Tier 2 support for a federal platform.
• Diagnose access, account, and workflow issues; escalate to engineering when needed.
• Serve as the team's early-warning system by spotting patterns in tickets.
• Create and update targeted help content, FAQs, and guides.
• Maintain help desk procedures, ticket categories, and knowledge base content.
• Support users through each release of the modernized platform; collaborate with engineers and trainers.

Skills

Tier 1 & 2 support

SQL

Log analysis

Documentation

Public Trust readiness

Strong communication

Education

Bachelor's degree in IT/CS/IS or related field

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Bixal is seeking a Help Desk Specialist to be the first point of contact for users of a federal platform that supports governmentwide regulatory planning and review. You will provide Tier 1 and Tier 2 support, diagnosing issues from access problems to complex workflow errors, working with engineers to resolve them, and becoming an early-warning signal for outages.

You will help maintain documentation, assist with new releases, and support stakeholders who rely on fast, accurate responses.