Help Desk Specialist
B
BixalGovernment software
This role can work remotely from anywhere in the USA.ContractMiddle
Salary90,000 - 110,000 USD per year
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Job Details
- Experience
- At least 4 years of experience providing Tier 1 and Tier 2 technical support for enterprise-level web applications
- Required Skills
- SQLZendeskTroubleshooting
Requirements
- 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.
- Experience supporting complex, workflow-driven or role-based systems.
- Demonstrated ability to resolve issues independently through Tier 2 troubleshooting and escalate appropriately to engineering teams.
- Hands-on experience with Zendesk or a comparable ticketing system, 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.
- Troubleshooting experience across user access and permissions, browser, application, and integration issues.
- Experience analyzing support data to identify trends and systemic defects and produce reports and recommendations.
- Experience writing user-facing help content, FAQs, or knowledge base articles.
- Ability to obtain and maintain a favorable Public Trust determination.
Responsibilities
- Serve as the first point of contact for agency and oversight office users by web, phone, and email, providing Tier 1 and Tier 2 support.
- Triage, categorize, and log incidents and service requests in Zendesk.
- Handle access and authorization requests, login issues, and questions about workflows, roles, and system status.
- Investigate complex issues using application logs, database queries, and system monitoring tools, and escalate issues requiring engineering support.
- Monitor tickets for patterns that suggest widespread issues or defects and report outages and serious issues immediately.
- Produce weekly and ad hoc reports on ticket volume, response and resolution times, and trends.
- Create and update help content, including online tips, FAQs, and user guide updates.
- Support training materials, workshops, and users through releases of the modernized platform.
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