ZenPoint Solutions LLC

Provide front-line user assistance and manage the knowledge base for a federal public website. | 3+ years IT help desk experience, knowledge of issue tracking and wiki platforms, strong written communication, and basic web technology understanding. | Description ZenPoint Solutions LLC (“ZenPoint Solutions”) is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join our team and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions. Clearance Requirement: None required at the time of application, though Public Trust or higher is preferred Work Location: Remote (may be asked to report onsite in DC from time to time) Work Schedule (Remote): Remote 5 days a week (M-F) Position Overview: ZenPoint Solutions is seeking a Help Desk Specialist / Knowledgebase Manager to support a federal government public website. This dual role combines front-line user assistance with ongoing management of the knowledge capture wiki. The specialist will monitor and respond to website user inquiries, manage the bug tracking system, and maintain a comprehensive knowledge base that empowers the team to independently troubleshoot and operate the website. This position is contingent upon the successful award of a government contract and subsequent government approval. Key Responsibilities • Monitor and respond to website user assistance inquiries and requests received via email in a timely and professional manner • Maintain a process for tracking the progress, testing, and acceptance of Government requested upgrade and maintenance tasks • Maintain the issue/bug tracking system for the website, respond to reported bugs, and facilitate the disposition of reported bugs and issues • Triage and categorize incoming issues by severity, routing critical items to the appropriate technical team member for immediate resolution • Set up and maintain the knowledge capture wiki to store website-related information • Facilitate the transfer of knowledge between the website support team by maintaining comprehensive manuals, user guides, troubleshooting tips, and best practices covering all aspects of the system • Provide first-level technical support and troubleshooting for common website issues before escalating to developers or system administrators • Support training delivery for employees on content administration, including the addition, revision, and deletion of content on the web server • Track and document resolution of all user-reported issues for inclusion in the Monthly Status Report (MSR) • Maintain a searchable FAQ and troubleshooting database for recurring issues • Coordinate with the Technical Writer to ensure knowledge base articles are current, accurate, and aligned with system documentation • Support the transition/phase-in process by documenting incumbent procedures and capturing institutional knowledge from outgoing contractor staff Requirements Required Qualifications: • Candidate must be a United States Citizen and present proof of Citizenship, if selected • 3+ years of experience in IT help desk support or user assistance roles • Experience with issue/bug tracking systems (Jira, ServiceNow, Bugzilla, or similar) • Experience managing or contributing to a knowledge base or wiki platform (Confluence, SharePoint, MediaWiki) • Strong written communication skills for clear, professional responses to user inquiries • Ability to triage technical issues and determine appropriate escalation paths • Familiarity with content management systems, preferably Drupal • Experience creating user-facing documentation, FAQs, and troubleshooting guides • Basic understanding of web technologies (HTML, CSS, web hosting) to diagnose common website issues • Strong organizational skills for managing multiple open tickets and tracking resolution timelines Desired Qualifications • Experience supporting federal Government websites or IT help desks • HDI Support Center Analyst or ITIL Foundation certification • Familiarity with government operational environments • Experience with Section 508 accessibility issues and user-reported accessibility concerns • Knowledge of Drupal content administration workflows No recruitment agencies, please. Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax basis. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program. Commitment to Equality: At ZenPoint Solutions, we value diverse perspectives and are committed to providing equal employment opportunities. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected under applicable federal, state, or local laws.

Lead and oversee complex IT program supporting high-availability web platform and infrastructure operations. | 10+ years managing complex IT programs, experience with high-availability systems, Agile methodologies, and federal IT standards compliance. | Clearance Requirement: None required at the time of application, though Public Trust or higher is preferred Work Location: Remote (may be asked to report onsite in DC from time to time) Work Schedule (Remote): Remote 5 days a week (M-F) Position Overview: ZenPoint Solutions is seeking a Program Manager to lead and oversee a complex IT program supporting a high-availability public-facing web platform and its supporting infrastructure, including primary, backup, and test environments. This role is responsible for ensuring the successful planning, execution, and sustainment of operations and maintenance activities, as well as driving modernization and enhancement initiatives. The Program Manager will provide strategic direction, technical oversight, and project management support to ensure system reliability, scalability, and performance. This includes managing cross-functional teams, coordinating system improvements, and ensuring continuity of operations through robust documentation, disaster recovery planning, and system administration practices. The role requires a strong focus on maintaining near-continuous uptime and enabling efficient support for all web platform functionalities. This position is contingent upon the successful award of a government contract and subsequent government approval. Requirements • Lead and manage a large-scale IT program supporting web infrastructure operations, maintenance, and modernization efforts • Develop, maintain, and execute program plans, schedules, budgets, and resource allocations • Oversee system operations across multiple environments (production, backup, and test) to ensure high availability and performance targets (e.g., 99.999% uptime) • Direct system enhancement and modernization initiatives, including infrastructure upgrades and cloud-based solutions • Implement and manage Agile methodologies to support iterative development and continuous improvement • Ensure compliance with federal IT standards, cybersecurity requirements, and best practices • Establish and maintain comprehensive documentation, including system changes, processes, and configurations • Coordinate task assignments and workflows across technical teams, ensuring alignment with program objectives • Conduct periodic system audits, risk assessments, and performance evaluations • Oversee disaster recovery planning and execution to ensure business continuity • Provide leadership in system administration, engineering, and patch management activities • Prepare and deliver program status reports, briefings, and stakeholder communications • Build and maintain strong relationships with internal and external stakeholders Required Qualifications: • Candidate must be a United States Citizen and present proof of Citizenship, if selected • Bachelor's Degree in Computer Science, Information Technology, Business Administration, Engineering, or a related field (Four (4) years of additional relevant experience may be substituted for a degree) • Minimum of 10 years of experience managing complex IT programs or projects • Demonstrated experience supporting high-availability web-based systems and infrastructure • Strong knowledge of system operations, maintenance, and lifecycle management • Experience with Agile frameworks and project management methodologies • Familiarity with federal IT standards, cybersecurity requirements, and compliance frameworks • Proven ability to manage cross-functional teams and multiple concurrent initiatives • Experience in risk management, reporting, and stakeholder engagement Desired Qualifications: • Experience supporting public-facing web platforms in a government or regulated environment • Knowledge of cloud technologies and infrastructure modernization strategies • Background in system engineering, system administration, and patch management processes • Experience implementing or managing disaster recovery and continuity of operations plans • Strong understanding of documentation standards and configuration management practices • PMP, PgMP, Agile (e.g., Scrum Master), or similar project/program management certification • Excellent communication, leadership, and organizational skills No recruitment agencies, please. Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax basis. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program.