Job description

Role Overview

Zenius Corporation is hiring a Help Desk Specialist to provide first-line and second-line support for a Grants Management System (GMS). In this remote role, you will be the main contact for users, helping resolve technical problems, handling support cases, assisting with account access, and contributing to user training and documentation.

Core Responsibilities

Handle incoming support requests through phone, email, and ticketing tools, and work toward timely resolution.
Diagnose and resolve issues related to application access, user accounts, workflows, reporting, and other system functions.
Set up, update, and manage user profiles, permissions, and access rights.
Monitor, organize, and close tickets while meeting service-level expectations.
Route more complex technical problems to the appropriate teams when needed.
Prepare and maintain user documentation, FAQs, and training resources.
Lead onboarding and training sessions for users.
Assist with system testing, software updates, and routine maintenance tasks.

Required Qualifications

At least 2 years of experience in Help Desk, Application Support, or Customer Support roles.
Background supporting web-based platforms or enterprise software systems.
Strong problem-solving ability along with clear communication and customer service skills.
Hands-on experience with ticketing tools and support request workflows.
Ability to create documentation and train end users effectively.

Preferred Qualifications

Prior experience supporting Grants Management Systems (GMS).
Exposure to support work for state, local, or federal government clients.
Understanding of grants administration procedures and compliance expectations.
Experience working with SaaS or cloud-based applications.

Additional Requirement

Applicants considered for the role must be prepared to provide three professional references. These references should be able to confirm the candidate’s technical skills, customer support background, and performance on comparable assignments.

About Zenius Corporation

Zenius Corporation is based in Leesburg, Virginia and operates as a HUBZone-certified small business. The company delivers services in Grants Management, IT Modernization, Acquisition Management, and Financial Management to federal agencies. It 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 was also named by Financial Times among the fastest-growing companies in the Americas in 2021. In addition, it 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 employees through training and professional certification planning.

Equal Opportunity and Workplace Policy

Zenius Corporation is an equal opportunity employer. Employment decisions are made without discrimination based on 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. This policy covers all employment terms and conditions, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company also states that unlawful harassment on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is prohibited.

Help Desk Specialist