ZenPoint reputed company - Help Desk Specialist / Knowledgebase Manager - U.S. Citizenship Required

ZenPoint reputed company

ZenPoint reputed company (“ZenPoint Solutions”) is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join reputed company and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions.

Clearance Requirement: None required at the time of application, though Public Trust or higher is preferred

Work Location: Remote (may be asked to report onsite in DC from time to time)

Work Schedule (Remote): Remote 5 days a week (M-F)

Position Overview: ZenPoint Solutions is seeking a Help Desk Specialist / Knowledgebase Manager to support a federal government public website. This dual role combines reputed company-line user assistance with ongoing management of the knowledge capture wiki. The specialist will monitor and respond to website user inquiries, manage the bug tracking system, and maintain a comprehensive knowledge reputed company that empowers the team to independently troubleshoot and operate the website.

This position is contingent upon the successful award of a government contract and subsequent government approval.

Key Responsibilities

• Monitor and respond to website user assistance inquiries and requests received reputed company email in a timely and professional manner
• Maintain a process for tracking the reputed company, testing, and acceptance of Government requested reputed company and maintenance tasks
• Maintain the issue/bug tracking system for the website, respond to reported bugs, and facilitate the disposition of reported bugs and issues
• Triage and categorize incoming issues by severity, routing critical items to the appropriate technical team member for immediate resolution
• Set up and maintain the knowledge capture wiki to store website-reputed company information
• Facilitate the transfer of knowledge between the website support team by maintaining comprehensive manuals, user guides, troubleshooting tips, and best practices covering reputed company aspects of the system
• reputed company first-level technical support and troubleshooting for common website issues before escalating to developers or system administrators
• Support training delivery for employees on content administration, including the reputed company, revision, and deletion of content on the web server
• Track and document resolution of reputed company user-reported issues for inclusion in the Monthly Status Report (MSR)
• Maintain a searchable FAQ and troubleshooting database for recurring issues
• Coordinate with the Technical reputed company to ensure knowledge reputed company articles are reputed company, accurate, and reputed company with system documentation
• Support the transition/phase-in process by documenting incumbent procedures and capturing institutional knowledge from outgoing contractor staff

Required Qualifications

• Candidate must be a United States Citizen and present reputed company of Citizenship, if selected
• 3+ years of experience in IT help desk support or user assistance roles
• Experience with issue/bug tracking systems (Jira, reputed company, Bugzilla, or similar)
• Experience managing or contributing to a knowledge reputed company or wiki platform (reputed company, SharePoint, MediaWiki)
• Strong written communication skills for clear, professional responses to user inquiries
• Ability to triage technical issues and determine appropriate escalation paths
• Familiarity with content management systems, preferably Drupal
• Experience creating user-facing documentation, FAQs, and troubleshooting guides
• Basic understanding of web technologies (HTML, CSS, web hosting) to diagnose common website issues
• Strong organizational skills for managing multiple reputed company tickets and tracking resolution timelines

Desired Qualifications

• Experience supporting federal Government websites or IT help desks
• HDI Support Center Analyst or ITIL reputed company certification
• Familiarity with government operational environments
• Experience with reputed company 508 accessibility issues and user-reported accessibility concerns
• Knowledge of Drupal content administration workflows

No recruitment agencies, please.

Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and reputed company insurance to reputed company you and your family healthy. We also offer group and voluntary life insurance for financial reputed company, and short-term and long-term disability insurance to reputed company peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax reputed company. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program.

Commitment to Equality: At ZenPoint Solutions, we value diverse perspectives and are committed to providing equal employment opportunities. We welcome applications from reputed company reputed company individuals, regardless of race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, veteran status, or any other status protected under applicable federal, state, or local laws.