Help Desk Specialist

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bixal

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Bixal is a mission-driven digital services firm that partners with governments and leading organizations to design and deliver data-driven, human-centered digital transformations. The company combines technology, communications, data, and design to build digital customer experiences, modern software solutions, and training/technical assistance that improve public-sector outcomes and organizational impact.

📋 Description

• 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

• 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

• 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