Help Desk Specialist

Position Summary

Zenius Corporation is looking for a Help Desk Specialist to provide first- and second-line support for a Grants Management System (GMS). In this role, you will be the main contact for end users, handling technical issues, support requests, account access needs, and support documentation and training.

What You’ll Do

• Handle incoming support requests by phone, email, and ticketing tools, and work them through to resolution.
• Investigate and fix problems related to application access, user accounts, workflows, reporting, and other system issues.
• Set up, update, and manage user accounts and permission levels.
• Monitor, sort, and resolve tickets while meeting service-level expectations.
• Pass along more complex technical problems to the appropriate team when required.
• Prepare and update user manuals, FAQs, and training content.
• Lead user onboarding and training sessions.
• Assist with system testing, releases, and routine maintenance tasks.

Required Qualifications

• At least 2 years of experience in Help Desk, Application Support, or Customer Support roles.
• Background supporting web applications or enterprise software.
• Strong problem-solving, communication, and customer service abilities.
• Hands-on experience with ticketing platforms and support case management.
• Ability to build documentation and train end users effectively.

Preferred Qualifications

• Prior exposure to Grants Management Systems (GMS).
• Experience working with state, local, or federal government clients.
• Understanding of grants administration workflows and compliance requirements.
• Familiarity with SaaS or cloud-based applications.

Additional Requirement

Applicants chosen for further consideration must be prepared to provide three professional references who can comment on technical skills, customer support background, and performance on comparable work.

About Zenius Corporation

Zenius Corporation is a HUBZone-certified small business headquartered in Leesburg, Virginia. The company focuses on Grants Management, IT Modernization, Acquisition Management, and Financial Management services for federal agencies. Zenius has been recognized by Inc. 5000 as one of the fastest-growing companies in the DC Metro Area in 2025, 2024, 2021, and 2020, and by Financial Times as one of the fastest-growing companies in the Americas in 2021. It also received the 2019 Best of Leesburg award in the Business Management Consultant category.

Benefits

Zenius describes itself as an employee-focused organization and offers a competitive package that includes paid holidays, paid time off, medical coverage with health, vision, and dental insurance, 401(k) matching, a Flexible Spending Account, and flexible schedules based on business needs. The company also supports employee training and professional certification plans.

Equal Opportunity and Harassment Policy

Zenius Corporation is an equal opportunity employer and considers all applicants and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or veteran status, in line with applicable federal, state, and local laws. These protections apply to all employment terms, including hiring, placement, promotion, termination, layoff, recall, transfer, leave, pay, and training. The company also prohibits unlawful harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.