Help Desk Support/Technical Support - Remote

Job Title: Help Desk Specialist

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Provide first level user support for a cloud-hosted enterprise digital services platform used by a broad community of stakeholders

Respond to user inquiries related to system access, navigation, and general platform functionality

Document support requests and track issues through a help desk or service management system

Troubleshoot basic technical issues and escalate more complex problems to application or infrastructure teams

Assist users with account access, password resets, and general system usage questions

Maintain records of common issues and resolutions to support improved user support resources

Collaborate with program support staff and technical teams to ensure timely resolution of user issues

Participate in development of support materials and frequently asked questions that assist users in navigating the platform Required Qualifications

Associate's degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field

Three or more years of experience providing technical support or help desk services for enterprise applications or digital platforms

Experience assisting users with system access, troubleshooting, and navigation support

Experience documenting issues and tracking support requests through a help desk or ticketing system

Strong communication and customer service skills supporting diverse user communities

Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field

Experience supporting cloud hosted applications

Experience supporting users across distributed or remote environments

Experience supporting federal or complex enterprise programs

Customer support or technical support certifications are a plus Other Requirements

Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.

Government facilities and systems. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Contributes to building a positive team spirit; Supports everyone's efforts to succeed. Works in office areas. Uses computer, telephones, copiers, printers and other office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a contingent opportunity and would begin work upon the contract award. #Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.