> Markdown version of [/jobs/ext/1172345-helpdesk-support-tier-1-support-engineer](https://www.wearedevelopers.com/jobs/ext/1172345-helpdesk-support-tier-1-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Helpdesk Support Tier 1 Support Engineer

- **Company:** Zenius Corporation
- **Location:** Leesburg, VA, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** JIRA, Software as a Service, Issue Tracking Systems, Information Technology, Zendesk, Servicenow
- **Published:** July 3, 2026
- **Apply:** https://www.careerjet.com/jobad/us8af2e9e066bef43c31031dc65e1895ff

## About the Role

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.
Excellent communication and customer service skills.
Ability to work in a fast-paced, service-oriented environment.
Experience working with public sector or nonprofit organizations.
Preferred Experience
Experience supporting SaaS applications.
Familiarity with Grants Management or Financial systems.
Knowledge of ITIL framework or service management practices.
Experience supporting external users or clients.

## Description

The Tier 1 Helpdesk Support Engineer provides first-level technical support for users of the Grants Management System. This role is responsible for handling user inquiries, troubleshooting basic system issues, resolving common requests, and ensuring timely ticket resolution in alignment with Service Level Agreements (SLAs). The role supports both internal staff and external users such as nonprofit organizations and grant recipients.
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.
Provide timely resolution to common technical and functional issues.
Troubleshoot system access issues, password resets, and basic navigation problems.
Escalate complex issues to Tier 2 support following defined escalation procedures.
Maintain accurate documentation of issues, resolutions, and user interactions.
Assist in maintaining and updating knowledge base articles and FAQs.
Support onboarding and training of users by guiding them on system usage.
Monitor ticket queues to ensure SLA compliance.
Provide courteous and professional support to internal staff and external stakeholders.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service)
- [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability)
- [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray)
- [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting)
- [Software Developer Salary in Austria [2023]](https://www.wearedevelopers.com/magazine/213-software-developer-salary-in-austria-2023)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)