Helpdesk Support Tier 1 Engineer

Job Summary

Providing first-level technical support for users of the Grants Management System, the full-time Helpdesk Support Tier 1 Engineer will manage inquiries, troubleshoot system issues, and ensure timely ticket resolution in a remote environment while supporting Pacific Time Zone hours.

Key Responsibilities

• Serve as the first point of contact for all helpdesk inquiries via phone, email, and ticketing system
• Log, categorize, prioritize, and manage support tickets in the helpdesk system
• Troubleshoot system access issues, password resets, and basic navigation problems

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 3+ years of experience in a helpdesk or technical support role
• Experience using ticketing/helpdesk systems (e.g., Zendesk, ServiceNow, Jira)
• Strong troubleshooting and problem-solving skills
• Experience working with public sector or nonprofit organizations