Help Desk Specialist / Knowledgebase Manager - U.S. Citizenship Required
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 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 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 manner
- Maintain a process for tracking the progress, testing, and acceptance of Government requested upgrade 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-related information
- Facilitate 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 system
- Provide 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 addition, revision, and deletion of content on the web server
- Track 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 issues
- Coordinate with the Technical Writer to ensure knowledge base articles are current, accurate, and aligned with system documentation
- Support 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 selected
- 3+ years of experience in IT help desk support or user assistance roles
- Experience 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 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 open tickets and tracking resolution timelines
Desired Qualifications
- Experience supporting federal Government websites or IT help desks
- HDI Support Center Analyst or ITIL Foundation certification
- Familiarity with government operational environments
- Experience with Section 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 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 pe Apply tot his job Apply To this Job