Service Desk Representative I

Location: Remote • Education: Bachelor's Degree • Experience: 1+ year • Work Authorization: U.S. Citizen only

About the role

We are seeking a Service Desk Representative to provide technical and operational support for cloud-based solutions, services, and processes. This position will assist users with technical issues and service requests, document and track incidents, and coordinate with appropriate technical teams to support timely resolution. The Service Desk Representative will work under direct supervision and support routine cloud and IT service activities while developing knowledge of cloud-based technologies, processes, and solutions.

Responsibilities

• Provide first-level service desk and technical support for cloud-based and IT systems and services.
• Receive, document, categorize, and track incidents, service requests, and user-reported technical issues.
• Gather information from users to understand and document technical issues and service needs.
• Perform initial analysis and troubleshooting of routine technical issues.
• Escalate issues to appropriate cloud, infrastructure, application, or other technical teams when necessary.
• Coordinate with technical teams and stakeholders to support issue resolution.
• Track open incidents and service requests through resolution and provide status updates to users as appropriate.
• Document troubleshooting steps, resolutions, and recurring issues.
• Assist with the creation and maintenance of service desk procedures, knowledge articles, reports, and other support documentation.
• Support cloud-related research, requirements gathering, analysis, and coordination activities as assigned.
• Assist with analyzing cloud and IT service processes and identifying potential areas for improvement.
• Support the preparation and updating of reports, recommendations, action items, and implementation documentation.
• Assist with cloud-related projects, processes, and services under the direction of more experienced team members.
• Maintain clear and accurate records of service desk and cloud support activities.

Requirements

Bachelor's degree. Minimum of 1 year of relevant experience in service desk, help desk, technical support, IT support, cloud support, or a related area.

Qualifications

• General knowledge of IT systems and cloud-based technologies.
• Experience assisting users with technical issues and service requests.
• Basic troubleshooting and problem-solving skills.
• Ability to accurately document technical issues, actions, and resolutions.
• Ability to coordinate with technical teams and follow established procedures.
• Strong customer service and organizational skills.
• Strong verbal and written communication skills.

About the Company

Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

Benefits

Zenius Corporation is an employee-oriented company. Join us now and help us grow! We offer a competitive benefits package that includes paid holidays and paid time off, medical insurance including health, vision, dental insurance, 401K matching, Flexible Spending Account and flexible schedules, as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.