Help Desk Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for agency and oversight office users via web, phone, and email.

• Deliver Tier 1 and Tier 2 support while addressing technical, access, account, and process-related issues.

• Triage, categorize, and document incidents and service requests in Zendesk.

• Achieve contractual service levels for ticket response, resolution, and escalation.

• Manage user access and authorization requests, login-related issues, workflow inquiries, role questions, and system-status queries.

• Investigate intricate problems using application logs, database queries, and system monitoring tools.

• Escalate issues that require engineering support, providing reproduction steps, root-cause analysis, and details on user impact.

• Monitor tickets for patterns that indicate widespread issues or defects.

• Report outages and critical issues immediately to the technical team.

• Generate weekly and ad hoc help desk reports detailing ticket volume, response and resolution times, and trends.

• Channel recurring user pain points into the product backlog.

• Develop and update online tips, FAQs, and user guide content.

• Assist in creating training materials and conducting workshops alongside training and change enablement leads.

• Support users during releases on the modernized platform and gather initial feedback.

• Maintain help desk procedures, ticket categories, and knowledge base content.

• Collaborate with engineers, trainers, change enablement leads, and client stakeholders.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.

• Minimum of 4 years of experience delivering Tier 1 and Tier 2 technical support for enterprise-level web applications, including complex, workflow-driven, or role-based systems.

• Proven ability to independently resolve issues through Tier 2 troubleshooting, with knowledge of when and how to escalate to engineering teams.

• Practical experience with Zendesk or a similar ticketing system, such as ServiceNow or Jira Service Management, covering ticket categorization, workflow configuration, and reporting.

• Consistent track record of meeting defined service-level agreements for response and resolution times.

• Familiarity with SQL and application log analysis.

• Strong troubleshooting capabilities across user access and permissions, browser, application, and integration issues.

• Competence in documenting root causes and reproduction steps for engineering teams.

• Experience in analyzing support data to recognize trends and systemic defects, translating findings into clear reports and recommendations.

• Experience in writing user-facing help content, FAQs, or knowledge base articles.

• Exceptional written and verbal communication skills, demonstrating a patient and professional approach to assisting users with diverse technical backgrounds, including senior government stakeholders.

• Ability to secure and maintain a favorable Public Trust determination.

• Must possess legal authorization to work in the US; Bixal does not offer visa sponsorship.

• ITIL Foundation or CompTIA A+ certification is a plus.

• Experience aiding federal agency users or working in a federal help desk environment is advantageous.

• Familiarity with federal regulatory processes, such as rulemaking, the Unified Agenda, or Paperwork Reduction Act information collections is desirable.

• Experience supporting applications developed on Java and Oracle, or comparable enterprise technology stacks is a plus.

• Experience assisting users during a system migration or the rollout of a new platform is beneficial.

• Knowledge of accessibility standards, including Section 508 and WCAG, for user-facing content is an advantage.

🏝️ Benefits

• Flexible working hours.

• 401K with matching contributions.

• Parental Leave.

• Medical, dental, and vision insurance.

• Flexible Spending Account.

• Company-provided short-term disability and life insurance.

• Commuter benefits.

• Paid Time Off (PTO).

• 11 Paid holidays.

• Reasonable accommodations for applicants with disabilities.

• Professional support and transparency concerning contract updates and future opportunities.