{"id":2725831,"url":"https://alion.io/job/bixal-help-desk-specialist","title":"Help Desk Specialist","company":{"id":2378363,"name":"Bixal","domain":"bixal.com","url":"https://alion.io/company/bixal","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":98000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":53},"experience_years_min":4,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"ITIL","optional":true},{"name":"Java","optional":true},{"name":"Oracle","optional":true}],"status":"live","first_seen_at":"2026-10-16T14:49:52Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T10:57:35Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Important Notice for Applicants:\nAt Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from @bixal.na.teamtailor-mail.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.\nBixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.\nNeed Assistance or a Reasonable Accommodation?\n If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at  and let us know how we can support you. You do not need to share personal details or disclose the nature of your request. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.\nWhy Bixal?\nBixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.\nOur values:\nPeople-First: Emphasizing the importance of people in all aspects of work.\n\nCollaboration and Transparency: Valuing teamwork and open communication.\n\nGrowth Mindset: Encouraging innovation and continuous improvement.\n\nCreating Lasting Impact: Focusing on meaningful outcomes and positive change.\n\nAbout the role:\nBixal 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.\nYou will 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, and escalating to engineering only when a fix requires a code or infrastructure change. You will also be the team's early-warning system: spotting patterns in tickets that point to defects, escalating outages immediately, and feeding what users experience back to the engineering team. As new capabilities are released on the modernized platform, you will support users through each change, so we're looking for an experienced support professional who can work independently across both a legacy system and a new one.\nThis role is technical and service-oriented. You will work closely with our engineers, trainers, and change enablement lead, and with client stakeholders who depend on fast, accurate support.\nThis 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. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.\nLocation\nThis 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.\nCompensation:\nThe salary range for this role is $90,000 - $110,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.\nResponsibilities:\nUser Support & Issue Resolution\nServe 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.\n\nTriage, categorize, and log every incident and service request in Zendesk, including requestor, description, time logged, and time to resolve.\n\nMeet 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.\n\nHandle user access and authorization requests, login issues, and questions about workflows, roles, and system status.\n\nInvestigate 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.\n\nMonitoring, Escalation & Reporting\nMonitor incoming tickets for patterns that suggest widespread issues or defects, and flag systemic problems to the engineering team.\n\nReport outages and serious issues immediately to the technical team by phone and email, especially those affecting public availability, system performance, or data integrity.\n\nProduce weekly and ad hoc help desk reports covering ticket volume, response and resolution times by priority, and trends.\n\nFeed recurring user pain points into the product backlog as inputs for future fixes and enhancements.\n\nUser Enablement & Release Support\nCreate and update targeted help content, including online tips, FAQs, and user guide updates.\n\nSupport training materials and workshops in partnership with the training and change enablement leads.\n\nSupport users through each new release on the modernized platform, answering questions and capturing early feedback.\n\nHelp maintain help desk procedures, ticket categories, and knowledge base content as systems change.\n\nOther relevant duties as assigned and qualified/trained to perform.\n\nQualifications:\nBachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.\n\nAt 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.\n\nDemonstrated experience resolving issues independently through Tier 2 troubleshooting, and knowing when and how to escalate to engineering teams.\n\nHands-on experience with Zendesk or a comparable ticketing system (such as ServiceNow or Jira Service Management), including ticket categorization, workflow configuration, and reporting.\n\nExperience consistently meeting defined service-level agreements for response and resolution times.\n\nWorking knowledge of SQL and application log analysis to investigate and diagnose user-reported issues.\n\nStrong troubleshooting skills across user access and permissions, browser, application, and integration issues, with the ability to document root causes and reproduction steps for engineers.\n\nExperience analyzing support data to identify trends and systemic defects, and turning findings into clear reports and recommendations.\n\nExperience writing user-facing help content, FAQs, or knowledge base articles.\n\nExcellent written and verbal communication skills, with a patient, professional approach to supporting users of varied technical backgrounds, including senior government stakeholders.\n\nThis position requires the ability to obtain and maintain a favorable Public Trust determination in support of a federal government contract.\n\nNice to Have Skills and Experience:\nITIL Foundation or CompTIA A+ certification.\n\nExperience supporting federal agency users or a federal help desk.\n\nFamiliarity with federal regulatory processes, such as rulemaking, the Unified Agenda, or Paperwork Reduction Act information collections.\n\nExperience supporting applications built on Java and Oracle, or similar enterprise technology stacks.\n\nExperience supporting users through a system migration or the rollout of a new platform.\n\nFamiliarity with accessibility standards (Section 508, WCAG) for user-facing content.\n\nHow We Support Our Team:\nFlex hours\n\n401K with matching incentive\n\nParental Leave\n\nMedical/dental/vision benefits\n\nFlex Spending Account\n\nCompany provided short-term disability and life insurance\n\nCommuter benefits\n\nPaid Time Off (PTO)\n\n11 Paid holidays\n\nOur company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. 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