Federal IT Helpdesk Analyst — End-User Support

NuAxis Innovations; United States; Presencial; USD 52.000 - 75.000; Jornada completa

Descripción de la vacante

NuAxis Innovations is seeking a Mid-Level Helpdesk Analyst for a full-time role to provide end-user support, resolve tickets, and maintain knowledge bases across a diverse application portfolio.

The ideal candidate has 3–5 years of IT help desk experience, strong customer service and troubleshooting skills, and experience with ticketing systems like ServiceNow or Jira Service Management. Familiarity with Active Directory and Microsoft 365 is a plus.

Formación

• Associates degree or higher in IT or related field; strong equivalent experience considered.
• 3–5 years of IT help desk or end-user support experience.
• CompTIA A+ or ITIL 4 Foundation obtainable within 90 days; HDI Support Center Analyst, Microsoft 365 Fundamentals, CompTIA Network+ preferred.

Responsabilidades

• Receive, triage, and resolve user support requests within defined service level targets.
• Troubleshoot application, access, and configuration issues across multiple platforms.
• Escalate complex issues to platform teams with complete diagnostic detail.
• Maintain accurate ticket records, resolution notes, and trend reporting.
• Author and maintain knowledge base articles and self-service guidance.
• Support user onboarding, account provisioning, and access requests.

Conocimientos

Customer service

Troubleshooting

Ticketing systems

Documentation

Knowledge base management

Multi-platform support

Educación

Associate's degree in Information Technology or related field

High school diploma + 2 years relevant experience

Herramientas

ServiceNow

Jira Service Management

Active Directory

Entra ID

Microsoft 365 Admin Center

Microsoft Teams

Outlook

Windows 10/11

Confluence

SharePoint

Descripción del empleo

NuAxis Innovations is seeking a Mid-Level Helpdesk Analyst for a full-time role to provide end-user support, resolve tickets, and maintain knowledge bases across a diverse application portfolio.

The ideal candidate has 3–5 years of IT help desk experience, strong customer service and troubleshooting skills, and experience with ticketing systems like ServiceNow or Jira Service Management. Familiarity with Active Directory and Microsoft 365 is a plus.