Federal Helpdesk Analyst: Elevate User Support

Nuaxis-Innovations; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

NuAxis is hiring a Mid-Level Helpdesk Analyst in the United States. You will provide end-user support, triage tickets, and maintain knowledge articles across a varied application portfolio.

Ideal candidates bring 3–5 years of IT help desk experience, strong customer service skills, and proficiency with ticketing systems and multi‑platform support. Certification is helpful, with ITIL/CompTIA assets considered a plus. This is a full-time on-site role.

Qualifications

• Associate's degree in Information Technology or related field, or high school diploma plus 2 years of relevant experience.
• 3–5 years of IT help desk or end-user support experience.
• Certifications not required, but ITIL 4, CompTIA A+ or related are desirable.
• Strong customer service, troubleshooting, ticketing, documentation and KB management skills.
• Experience with ServiceNow or Jira Service Management and multi-platform support is a plus.
• Federal sector experience and ITIL familiarity preferred.

Responsibilities

• Provide end-user support and resolve tickets within defined SLAs.
• Troubleshoot application, access, and configuration issues across platforms.
• Escalate complex issues with full diagnostics to platform teams.
• Maintain ticket records, notes, and trend reporting.
• Create and maintain knowledge base articles and self-service guides.
• Assist with user onboarding, account provisioning, and access requests.

Skills

Customer service

Troubleshooting

Ticketing systems

Documentation

Knowledge base management

Multi-platform support

Education

Associate's degree in Information Technology

High school diploma + 2 years relevant experience

Tools

ServiceNow

Jira Service Management

Active Directory

Microsoft Entra ID

Microsoft 365 admin center

Microsoft Teams

Outlook

Windows 10/11

VPN

MFA

Confluence

SharePoint

Job description

NuAxis is hiring a Mid-Level Helpdesk Analyst in the United States. You will provide end-user support, triage tickets, and maintain knowledge articles across a varied application portfolio.

Ideal candidates bring 3–5 years of IT help desk experience, strong customer service skills, and proficiency with ticketing systems and multi‑platform support. Certification is helpful, with ITIL/CompTIA assets considered a plus. This is a full-time on-site role.