Remote Help Desk Specialist — Federal Tier 1-2

Bixal; Fair Oaks (VA); Remote; USD 90.000 - 110.000; Vollzeit

Benefits dieser Stelle

Flex hours

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Company provided short-term disability

Life insurance

Commuter benefits

PTO

11 Paid holidays

Zusammenfassung

Bixal, headquartered in Fairfax, VA, seeks a Help Desk Specialist to support a federal platform. You will be the front line for user issues, handling access, accounts, and workflow questions across legacy and modernized systems.

You will triage tickets in Zendesk, monitor for outages, and collaborate with engineers and trainers on releases while maintaining strong user-focused communication and 24/7/365 availability expectations where applicable.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 4+ years of enterprise web application support experience, Tier 1 and 2.
• Experience resolving issues independently and escalating to engineering when needed.
• Experience with Zendesk or similar ticketing systems.
• Ability to meet defined SLAs for response and resolution times.
• Knowledge of SQL and application logs for issue diagnosis.
• Excellent written and verbal communication, with government stakeholders in mind.
• Ability to obtain and maintain a Public Trust determination.

Aufgaben

• Serve as the first point of contact for agency and oversight office users via web, phone, and email.
• Provide Tier 1 and Tier 2 support; resolve technical, access, and workflow issues.
• Log incidents in Zendesk and track time to resolution.
• Meet SLAs: respond to 95% of tickets within 3 business hours; resolve or escalate 98% within 1 business day.
• Monitor tickets for patterns indicating defects; flag systemic problems to engineering.
• Create and update help content; support training and release activities.
• Assist with system releases and user feedback; maintain knowledge base.

Kenntnisse

Customer support

Troubleshooting

Documentation

Communication

SQL

Log analysis

Ausbildung

Bachelor's in Information Technology/CS/IS

Tools

Zendesk

ServiceNow

Jira Service Management

Jobbeschreibung

Bixal, headquartered in Fairfax, VA, seeks a Help Desk Specialist to support a federal platform. You will be the front line for user issues, handling access, accounts, and workflow questions across legacy and modernized systems.

You will triage tickets in Zendesk, monitor for outages, and collaborate with engineers and trainers on releases while maintaining strong user-focused communication and 24/7/365 availability expectations where applicable.