Federal Help Desk Specialist: Tier 1 Remote Support

NuAxis, LLC; Washington (District of Columbia); Hybrid; USD 60,000 - 75,000; Full time

Job summary

NuAxis provides Tier 1 remote help desk support for Federal Government end users in a high-volume environment. The role handles incidents from phone, email, chat, and other channels, documenting steps and resolutions while ensuring SLA compliance.

Responsibilities include assisting with VPN, Microsoft 365, Windows, and common business applications, escalating complex issues, and maintaining thorough ticket histories for knowledge management.

Qualifications

• Associate's degree in a related discipline with 1+ year of customer service or help desk experience, or
• High school diploma with 2+ years of related experience and a relevant IT certification.
• Experience with ticket lifecycle management and documenting issues and resolutions.
• Ability to troubleshoot accounts, access, apps, connectivity, hardware, and workstation tools.

Responsibilities

• Provide Tier 1 help desk support via phone, email, chat, and other channels.
• Create, categorize, prioritize, document, troubleshoot, and resolve incidents and service requests.
• Assist with issues related to user accounts, VPN, Microsoft 365, Windows workstations, printers, and network drives.
• Maintain accurate ticket documentation and escalation notes.
• Follow procedures and SLA requirements; contribute to knowledge base and best practices.

Skills

Customer service

Active listening

Critical thinking

Problem solving

Written communication

Verbal communication

Troubleshooting

Education

Associate's degree in related discipline

High school diploma with related certs

Tools

BMC Remedy Service Management

Job description

NuAxis provides Tier 1 remote help desk support for Federal Government end users in a high-volume environment. The role handles incidents from phone, email, chat, and other channels, documenting steps and resolutions while ensuring SLA compliance.

Responsibilities include assisting with VPN, Microsoft 365, Windows, and common business applications, escalating complex issues, and maintaining thorough ticket histories for knowledge management.