Helpdesk Support Tier 1 Engineer

Providing first-level technical support for users of the Grants Management System, the full-time Helpdesk Support Tier 1 Engineer will manage inquiries, troubleshoot system issues, and ensure timely ticket resolution in a remote environment while supporting Pacific Time Zone hours. 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 Troubleshoot system access issues, password resets, and basic navigation problems 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 Experience working with public sector or nonprofit organizations