Help Desk Specialist
About the Company
Bixal is a consulting company headquartered in Fairfax, Virginia. It works with governments and organizations to improve the services and experiences they deliver to the communities they serve. Through evidence-based knowledge and technology, Bixal helps clients achieve their missions more effectively while fostering a culture of learning and continuous improvement.
About the Role
Bixal is seeking a Help Desk Specialist to serve as the first point of contact for users of a federal platform supporting governmentwide regulatory planning and review. Federal agencies, oversight offices, and members of the public rely on these systems, which must remain available 24/7/365 while a modern replacement is developed.
You will provide Tier 1 and Tier 2 technical support, independently diagnosing and resolving issues involving user access, accounts, and complex role-based regulatory workflows. You will escalate issues to engineering when they require code or infrastructure changes, identify ticket patterns that may indicate defects, and immediately report outages.
You will also support users as new capabilities are introduced on the modernized platform. Working closely with engineers, trainers, the change enablement lead, and client stakeholders, you will help ensure users receive timely and accurate support across both legacy and modern systems.
This is a full-time position on an awarded contract with a 12-month base period and two 12-month option periods.
Key Responsibilities
- Provide Tier 1 and Tier 2 support for users of federal regulatory planning and review systems.
- Diagnose and resolve access, account, application, and workflow-related issues independently.
- Escalate issues to engineering teams when resolution requires code or infrastructure changes.
- Identify patterns in support tickets that may indicate defects or broader system issues.
- Escalate outages immediately and communicate user-reported problems to the engineering team.
- Support users as new capabilities a...
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