Help Desk Specialist (Enterprise Applications)

Location: Fully remote within the United States. Candidates must be legally authorized to work in the US and able to obtain and maintain a favorable Public Trust determination. Visa sponsorship is not provided.

Salary: $90,000–$110,000 per year

Company

Consulting company headquartered in Fairfax, Virginia, helping governments and organizations improve public services through technology, communications, data, and human-centered design.

What you will do

• Provide Tier 1 and Tier 2 support for a federal regulatory planning and review platform through web, phone, and email.
• Investigate access, account, workflow, application, browser, integration, and system-status issues using logs, SQL queries, and monitoring tools.
• Log, categorize, prioritize, and report incidents in Zendesk while meeting defined response and resolution service levels.
• Identify ticket patterns, outages, defects, and recurring user pain points, escalating engineering issues with reproduction steps and root-cause findings.
• Create help content, FAQs, knowledge base updates, training materials, and release-support guidance.
• Work with engineers, trainers, change enablement leads, and government stakeholders across a legacy platform and its modernized replacement.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• At least 4 years of Tier 1 and Tier 2 technical support experience for enterprise web applications, including complex workflow-driven or role-based systems.
• Hands-on experience with Zendesk or a comparable ticketing system, including categorization, workflow configuration, and reporting.
• Working knowledge of SQL, application log analysis, monitoring tools, root-cause documentation, and reproduction steps.
• Strong written and verbal communication skills and the ability to support users with varied technical backgrounds, including senior government stakeholders.
• US work authorization and eligibility to obtain and maintain a favorable Public Trust determination are required.

Nice to have

• ITIL Foundation or CompTIA A+ certification.
• Experience supporting federal agencies or federal help desks.
• Familiarity with federal regulatory processes, Java and Oracle enterprise stacks, system migrations, or new platform rollouts.
• Familiarity with Section 508 and WCAG accessibility standards.

Culture & Benefits

• People-first, collaborative, transparent, and continuous-improvement-oriented work environment.
• Flexible working hours and fully remote work within the United States.
• 401(k) with matching incentive.
• Medical, dental, vision, flexible spending account, short-term disability, and life insurance benefits.
• Parental leave, paid time off, 11 paid holidays, and commuter benefits.