Helpdesk Support Tier 1 Support Engineer

Helpdesk Support Tier 1 Support Engineer

The role needs to support the Pacific time zone. 8 am- 6 pm PST
Work Location: Remote

Position Summary

The Tier 1 Helpdesk Support Engineer provides first-level technical support for users of the Grants Management System. This role is responsible for handling user inquiries troubleshooting basic system issues resolving common requests and ensuring timely ticket resolution in alignment with Service Level Agreements (SLAs). The role supports both internal staff and external users such as nonprofit organizations and grant recipients.

Key Responsibilities

Serve as the first point of contact for all helpdesk inquiries via phone email and ticketing system.
Log categorize prioritize and manage support tickets in the helpdesk system.
Provide timely resolution to common technical and functional issues.
Troubleshoot system access issues password resets and basic navigation problems.
Escalate complex issues to Tier 2 support following defined escalation procedures.
Maintain accurate documentation of issues resolutions and user interactions.
Assist in maintaining and updating knowledge base articles and FAQs.
Support onboarding and training of users by guiding them on system usage.
Monitor ticket queues to ensure SLA compliance.
Provide courteous and professional support to internal staff and external stakeholders.

Required Qualifications

Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
3 years of experience in a helpdesk or technical support role.
Experience using ticketing/helpdesk systems (e.g. Zendesk ServiceNow Jira).
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to work in a fast-paced service-oriented environment.
Experience working with public sector or nonprofit organizations.

Preferred Experience

Experience supporting SaaS applications.
Familiarity with Grants Management or Financial systems.
Knowledge of ITIL framework or service management practices.
Experience supporting external users or clients.

Working Conditions

Support hours typically Monday through Friday standard business hours (Pacific Time Zone).
Remote support environment with occasional on-site support if required.
May require handling multiple support requests simultaneously.

ABOUT THE COMPANY

Headquartered in Leesburg Virginia Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management IT Modernization Acquisition Management and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area awarded inand 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

BENEFITS

Zenius Corporation is an employee-oriented company. Join us now and help us grow!

We offer a competitive benefits package that includes paid holidays and paid time off medical insurance including health vision dental insurance 401K matching Flexible Spending Account and flexible schedules as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.

EQUAL OPPORTUNITY EMPLOYER:

Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a covered veteran in accordance with applicable federal state and local laws. Zenius complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including but not limited to hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status.