[Hiring] Help Desk Specialist @Bixal

Role 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. Federal agencies, oversight offices, and the public rely on these systems, which must stay available 24/7/365 while a modern replacement is built alongside them.

• Provide both Tier 1 and Tier 2 support, diagnosing and resolving issues directly, from access and account problems to errors inside complex, role-based regulatory workflows.
• Escalate to engineering only when a fix requires a code or infrastructure change.
• Spot patterns in tickets that point to defects and escalate outages immediately.
• Support users through each change as new capabilities are released on the modernized platform.
• Work closely with engineers, trainers, and change enablement lead, and with client stakeholders.

This is a full-time position on an awarded contract with a 12-month base period and two 12-month option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions.

This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.

Compensation

The salary range for this role is $90,000 – $110,000. Most offers tend to land near the midpoint of the range. Compensation decisions consider your experience, the skills you bring, and our commitment to internal equity.

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 and resolving technical, access, account, and process issues directly whenever possible.
• Triage, categorize, and log every incident and service request in Zendesk, including requestor, description, time logged, and time to resolve.
• Meet contractual service levels: an initial tailored response to 95% of tickets within 3 business hours, and resolution or escalation of 98% within 1 business day.
• Handle user 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 those that need engineering support with clear reproduction steps, root-cause findings, and user impact.
• Monitor incoming tickets for patterns that suggest widespread issues or defects, and flag systemic problems to the engineering team.
• Report outages and serious issues immediately to the technical team by phone and email, especially those affecting public availability, system performance, or data integrity.
• Produce weekly and ad hoc help desk reports covering ticket volume, response and resolution times by priority, and trends.
• Feed recurring user pain points into the product backlog as inputs for future fixes and enhancements.
• Create and update targeted help content, including online tips, FAQs, and user guide updates.
• Support training materials and workshops in partnership with the training and change enablement leads.
• Support users through each new release on the modernized platform, answering questions and capturing early feedback.
• Help maintain help desk procedures, ticket categories, and knowledge base content as systems change.
• Other relevant duties as assigned and qualified/trained to perform.

Qualifications

• 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.
• Demonstrated experience resolving issues independently through Tier 2 troubleshooting.
• Hands-on experience with Zendesk or a comparable ticketing system.
• 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.
• Experience analyzing support data to identify trends and systemic defects.
• Experience writing user-facing help content, FAQs, or knowledge base articles.
• Excellent written and verbal communication skills.
• This position requires the ability to obtain and maintain a favorable Public Trust determination.

Nice to Have Skills and Experience

• ITIL Foundation or CompTIA A+ certification.
• Experience supporting federal agency users or a federal help desk.
• Familiarity with federal regulatory processes.
• Experience supporting applications built on Java and Oracle.
• Experience supporting users through a system migration or the rollout of a new platform.
• Familiarity with accessibility standards for user-facing content.

Benefits

• 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