Help Desk Specialist

Bixal

. Serve as the first point of contact for agency and oversight office users via web, phone, and email .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier 1 and Tier 2 technical support for enterprise-level web applications, with strong troubleshooting skills and the ability to analyze support data for trends. Proficient in using Zendesk for ticket management and capable of producing detailed reports and user-facing help content.

Highest-signal resume keywords

Tier 1 And Tier 2 Technical SupportZendesk Ticketing SystemSQL And Application Log AnalysisExcellent Written And Verbal CommunicationPublic Trust Determination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident ManagementSQLApplication Log AnalysisTicket CategorizationWorkflow ConfigurationReportingUser Access ManagementSystem Monitoring

Soft Skills

CommunicationProblem-SolvingCollaborationPatienceProfessionalism

Tools & Technologies

ZendeskServiceNowJira Service ManagementDatabase QueriesHelp Desk Procedures

Certifications & Qualifications

ITIL FoundationCompTIA A+

Industry Keywords

Federal Agency SupportRegulatory ProcessesAccessibility StandardsUser-Facing ContentSystem Migration

Tech Stack

Tools & technologies

JavaOracleServiceNowSQL

About the role

Key responsibilities & impact

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 and resolve technical, access, account, and process issues
Triage, categorize, and log incidents and service requests in Zendesk
Meet contractual service levels for ticket response, resolution, and escalation
Handle user access and authorization requests, login issues, workflow questions, role questions, and system-status questions
Investigate complex issues using application logs, database queries, and system monitoring tools
Escalate issues requiring engineering support with reproduction steps, root-cause findings, and user-impact details
Monitor tickets for patterns indicating widespread issues or defects
Report outages and serious issues immediately to the technical team
Produce weekly and ad hoc help desk reports covering ticket volume, response and resolution times, and trends
Feed recurring user pain points into the product backlog
Create and update online tips, FAQs, and user guide content
Support training materials and workshops with training and change enablement leads
Support users through releases on the modernized platform and capture early feedback
Maintain help desk procedures, ticket categories, and knowledge base content
Collaborate with engineers, trainers, change enablement leads, and client stakeholders

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
At least 4 years of experience providing Tier 1 and Tier 2 technical support for enterprise-level web applications, including complex, workflow-driven or role-based systems
Demonstrated experience resolving issues independently through Tier 2 troubleshooting, and knowing when and how to escalate to engineering teams
Hands-on experience with Zendesk or a comparable ticketing system, such as ServiceNow or Jira Service Management, including ticket categorization, workflow configuration, and reporting
Experience consistently meeting defined service-level agreements for response and resolution times
Working knowledge of SQL and application log analysis
Strong troubleshooting skills across user access and permissions, browser, application, and integration issues
Ability to document root causes and reproduction steps for engineers
Experience analyzing support data to identify trends and systemic defects, and turning findings into clear reports and recommendations
Experience writing user-facing help content, FAQs, or knowledge base articles
Excellent written and verbal communication skills, with a patient, professional approach to supporting users of varied technical backgrounds, including senior government stakeholders
Ability to obtain and maintain a favorable Public Trust determination
Must be legally authorized to work in the US; Bixal does not provide visa sponsorship
ITIL Foundation or CompTIA A+ certification (nice to have)
Experience supporting federal agency users or a federal help desk (nice to have)
Familiarity with federal regulatory processes, such as rulemaking, the Unified Agenda, or Paperwork Reduction Act information collections (nice to have)
Experience supporting applications built on Java and Oracle, or similar enterprise technology stacks (nice to have)
Experience supporting users through a system migration or rollout of a new platform (nice to have)
Familiarity with accessibility standards, including Section 508 and WCAG, for user-facing content (nice to have)

Benefits

Comp & perks

Flex hours
401K with matching incentive
Parental Leave
Medical/dental/vision benefits
Flex Spending Account
Company provided short-term disability and life insurance
Commuter benefits
Paid Time Off (PTO)
11 Paid holidays
Reasonable accommodation for applicants with disabilities
Professional support and transparency regarding contract updates and future opportunities