Help Desk Specialist

Position Overview Public Sector Solutions Group (PS2G) is seeking an L1 Support Engineer / Help Desk Specialist to provide frontline technical and user support for a cloud-based public-sector grant management platform. This position will serve as a primary point of contact for system users, providing timely assistance, documenting incidents and service requests, resolving common issues, and escalating complex technical matters to appropriate Tier 2 or Tier 3 resources. The successful candidate will combine strong customer service skills with technical troubleshooting abilities and experience supporting web-based enterprise applications. Key Responsibilities Provide Tier 1 technical and functional support to grant management system users. Respond to user inquiries through established support channels. Assist users with login, account access, navigation, application submission, system functionality, and other common issues. Troubleshoot and resolve routine application and user-access problems. Create, categorize, prioritize, document, and manage support tickets. Maintain accurate documentation of incidents, requests, troubleshooting activities, and resolutions. Escalate application defects, configuration issues, integrations, security concerns, and other complex technical problems to appropriate Tier 2 or Tier 3 teams. Communicate ticket status and resolution information clearly to end users. Utilize established knowledge articles, FAQs, troubleshooting procedures, and support documentation. Identify recurring incidents and trends and communicate findings to project leadership. Assist with development and maintenance of FAQs and knowledge-base content. Collaborate with Training personnel to identify issues that can be addressed through additional user education. Support system deployment, go-live, hypercare, and ongoing operations. Provide professional assistance to internal agency users, participating organizations, and external system users. Follow established incident-management, escalation, privacy, security, and customer-service procedures. Required Qualifications 2+ years of help desk, service desk, application support, technical support, or customer technology support experience. Experience supporting web-based or enterprise applications. Strong troubleshooting and problem-solving skills. Experience using ticketing or IT service-management systems. Strong customer-service orientation and professional communication skills. Ability to explain technical information clearly to nontechnical users. Experience documenting incidents, troubleshooting steps, and resolutions. Ability to prioritize multiple requests in a fast-paced support environment. Basic understanding of account access, authentication, browser troubleshooting, and application support. Must be authorized to work in the United States and able to meet project requirements for U.S.-based personnel. Preferred Qualifications Experience supporting government or public-sector technology systems. Experience with grant management, case management, CRM, ERP, or comparable SaaS platforms. Familiarity with ITIL or structured IT service-management practices. Experience with ServiceNow, Jira Service Management, Zendesk, or comparable ticketing platforms. Experience supporting application launches and hypercare periods. Experience creating knowledge-base articles and user-support documentation. Support Scope This position is intended as a Tier 1/L1 user-support role . Responsibilities primarily include user assistance, initial troubleshooting, ticket management, documentation, and escalation. Advanced application development, system configuration, integration troubleshooting, and Tier 2/Tier 3 engineering support are outside the standard scope of this position unless separately assigned.