Help Desk Specialist

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Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First
  :
  Emphasizing the importance of people in all aspects of work.

• Collaboration and Transparency
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  Valuing teamwork and open communication.

• Growth Mindset
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  Encouraging innovation and continuous improvement.

• Creating Lasting Impact
  :
  Focusing on meaningful outcomes and positive change.

About the role:

Bixal is seeking a Help Desk Specialist to be the first point of contact for users of a federal platform that supports government wide regulatory planning and review. Federal agencies, oversight offices, and the public rely on these systems, which must stay available 24/7/365 while a modern replacement is built alongside them.

You will provide both Tier 1 and Tier 2 support, diagnosing and resolving issues directly, from access and account problems to errors inside complex, role-based regulatory workflows, and escalating to engineering only when a fix requires a code or infrastructure change. You will also be the team's early-warning system: spotting patterns in tickets that point to defects, escalating outages immediately, and feeding what users experience back to the engineering team.

As new capabilities are released on the modernized platform, you will support users through each change, so we're looking for an experienced support professional who can work independently across both a legacy system and a new one.

This role is technical and service-oriented. You will work closely with our engineers, trainers, and change enablement lead, and with client stakeholders who depend on fast, accurate support.

This is a full-time position on an awarded contract with a 12-month base period and two 12-month option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities.

At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US.Bixal does not provide visa sponsorship.

The salary range for this role is $90,000 – $110,000. In the…