ZenPoint Solutions LLC - Help Desk Specialist / Knowledgebase Manager - U.S. Citizenship Required

ZenPoint Solutions LLC - Help Desk Specialist / Knowledgebase Manager - U.S. Citizenship Required





















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






ZenPoint Solutions LLC





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




Fully Remote •
Washington, D.C.









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Job Type
Full-time

Description
ZenPoint Solutions LLC (“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 our team 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 preferredWork 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 front-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 base 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 via email in a timely and professional mannerMaintain a process for tracking the progress, testing, and acceptance of Government requested upgrade and maintenance tasksMaintain the issue/bug tracking system for the website, respond to reported bugs, and facilitate the disposition of reported bugs and issuesTriage and categorize incoming issues by severity, routing critical items to the appropriate technical team member for immediate resolutionSet up and maintain the knowledge capture wiki to store website-related informationFacilitate the transfer of knowledge between the website support team by maintaining comprehensive manuals, user guides, troubleshooting tips, and best practices covering all aspects of the systemProvide first-level technical support and troubleshooting for common website issues before escalating to developers or system administratorsSupport training delivery for employees on content administration, including the addition, revision, and deletion of content on the web serverTrack and document resolution of all user-reported issues for inclusion in the Monthly Status Report (MSR)Maintain a searchable FAQ and troubleshooting database for recurring issuesCoordinate with the Technical Writer to ensure knowledge base articles are current, accurate, and aligned with system documentationSupport the transition/phase-in process by documenting incumbent procedures and capturing institutional knowledge from outgoing contractor staff
Requirements
Required Qualifications:Candidate must be a United States Citizen and present proof of Citizenship, if selected3+ years of experience in IT help desk support or user assistance rolesExperience with issue/bug tracking systems (Jira, ServiceNow, Bugzilla, or similar)Experience managing or contributing to a knowledge base or wiki platform (Confluence, SharePoint, MediaWiki)Strong written communication skills for clear, professional responses to user inquiriesAbility to triage technical issues and determine appropriate escalation pathsFamiliarity with content management systems, preferably DrupalExperience creating user-facing documentation, FAQs, and troubleshooting guidesBasic understanding of web technologies (HTML, CSS, web hosting) to diagnose common website issuesStrong organizational skills for managing multiple open tickets and tracking resolution timelinesDesired Qualifications:Experience supporting federal Government websites or IT help desksHDI Support Center Analyst or ITIL Foundation certificationFamiliarity with government operational environmentsExperience with Section 508 accessibility issues and user-reported accessibility concernsKnowledge of Drupal content administration workflowsNo recruitment agencies, please.Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide 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 basis. 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 all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected under applicable federal, state, or local laws.


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