The role needs to support the Pacific time zone. 8 am- 6 pm PST
Work Location: Remote
Position Summary
The Tier 1 Helpdesk Support Engineer provides first-level technical support for users of the Grants Management System. This role is responsible for handling user inquiries, troubleshooting basic system issues, resolving common requests, and ensuring timely ticket resolution in alignment with Service Level Agreements (SLAs). The role supports both internal staff and external users such as nonprofit organizations and grant recipients.
Key Responsibilities
Serve as the first point of contact for all helpdesk inquiries via phone, email, and ticketing system.
Log, categorize, prioritize, and manage support tickets in the helpdesk system.
Provide timely resolution to common technical and functional issues.
Troubleshoot system access issues, password resets, and basic navigation problems.
Escalate complex issues to Tier 2 support following defined escalation procedures.
Maintain accurate documentation of issues, resolutions, and user interactions.
Assist in maintaining and updating knowledge base articles and FAQs.
Support onboarding and training of users by guiding them on system usage.
Monitor ticket queues to ensure SLA compliance.
Provide courteous and professional support to internal staff and external stakeholders.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
3+ years of experience in a helpdesk or technical support role.
Experience using ticketing/helpdesk systems (e.g., Zendesk, ServiceNow, Jira).
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to work in a fast-paced, service-oriented environment.
Experience working with public sector or nonprofit organizations.
Preferred Experience
Experience supporting SaaS applications.
Familiarity with Grants Management or Financial systems.
Knowledge of ITIL framework or service management practices.
Experience supporting external users or clients.
Working Conditions
Support hours typically Monday through Friday, standard business hours (Pacific Time Zone).
Remote support environment with occasional on-site support if required.
May require handling multiple support requests simultaneously.
About The Company
Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).
Benefits
Zenius Corporation is an employee-oriented company. Join us now and help us grow!
We offer a competitive benefits package that includes paid holidays and paid time off, medical insurance including health, vision, dental insurance, 401K matching, Flexible Spending Account and flexible schedules, as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.
Equal Opportunity Employer
Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Zenius complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
