Help Desk Specialist

NuAxis Innovations; Washington (District of Columbia); On-site; USD 55,000 - 70,000; Full time

Job summary

NuAxis Innovations is seeking a Help Desk Specialist to provide Tier 1 remote support for Federal Government end users in a high-volume environment. You will handle incidents from intake to closure, document troubleshooting steps, and escalate when needed, ensuring SLA compliance and customer satisfaction.

The role emphasizes strong communication, problem-solving, and the ability to work across Microsoft 365, VPN, and Windows platforms.

Qualifications

• Associate's degree or high school diploma with IT certification and 1–2 years of related support experience.
• Knowledge of ticket lifecycle management from intake to closure.
• Ability to troubleshoot issues related to accounts, access, applications, connectivity, hardware, and workstation tools.
• Clear written and verbal communication with customers and technical teams.

Responsibilities

• Provide Tier 1 help desk support via phone, email, chat, and other channels.
• Document, categorize, prioritize, troubleshoot, resolve, and escalate incidents per procedures.
• Support user accounts, passwords, VPN, Microsoft 365, Windows workstations, printers, and network drives.
• Maintain accurate ticket documentation with status, steps, and resolution details.
• Escalate complex issues with clear documentation to appropriate teams.
• Monitor queues to ensure timely action and SLA compliance.
• Support outage and surge response activities as directed.
• Contribute to knowledge base updates and self-service improvements.

Skills

Customer service

Ticket lifecycle management

Troubleshooting

Written communication

Verbal communication

Active listening

Problem-solving

Education

Associate's degree

High school diploma + IT certification

Tools

BMC Remedy Service Management

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Help Desk Specialist for a Full-Time position.

Job Summary

The CSC Help Desk Specialist provides Tier 1 remote support for Federal Government end users in a high-volume enterprise help desk environment. The position receives, documents, troubleshoots, resolves, and escalates incidents and service requests submitted by phone, email, chat, and other approved channels. The role supports business applications, user accounts, endpoint devices, connectivity, and standard workplace tools while ensuring timely service, accurate documentation, and compliance with established procedures and Service Level Agreements (SLAs).

Essential Functions

• Provide Tier 1 help desk support to end users through phone, email, chat, and other approved support channels.
• Receive, create, categorize, prioritize, document, troubleshoot, resolve, and accelerate incidents and service requests in accordance with established procedures.
• Support common issues involving user accounts, password resets, VPN connectivity, Microsoft 365, Windows workstations, printers, network drives, mobile devices, and approved business applications.
• Maintain complete and accurate ticket documentation, including issue descriptions, troubleshooting steps, status updates, resolution details, and escalation notes.
• Research customer issues, validate request details, apply approved knowledge articles, and provide accurate guidance or resolution.
• Escalate unresolved or complex issues to the appropriate technical support team with clear supporting documentation.
• Monitor assigned work queues to ensure timely action, SLA compliance, and appropriate follow-up.
• Support outage, surge, and customer-impacting response activities as directed.
• Follow standard operating procedures, escalation criteria, documentation requirements, and customer service expectations.
• Contribute to knowledge management by identifying documentation gaps, recurring incidents, and problem trends; support updates to help desk knowledge articles and elevate recurring issues to management or the appropriate technical team, as needed.

Required Qualifications

• Associate's degree in a related discipline and at least one (1) year of related customer service, help desk, service desk, technical support, or end-user support experience; OR
• High school diploma or equivalent and at least two (2) years of related customer service, help desk, service desk, technical support, or end-user support experience with a relevant technical or help desk/service desk certification.
• Working knowledge of ticket lifecycle management, including intake, categorization, prioritization, troubleshooting, documentation, escalation, resolution, and closure.
• Ability to troubleshoot common issues involving accounts, access, applications, connectivity, hardware, software, and workstation tools.
• Ability to follow documented procedures, communicate clearly with customers and technical teams, and support daily operations in accordance with leadership direction.
• Strong customer service, active listening, critical thinking, problem-solving, written communication, and verbal communication skills.
• Ability to work in a high-volume help desk environment while meeting SLAs and maintaining accurate ticket documentation.

Preferred Qualifications

• Relevant IT training, technical coursework, industry-recognized IT or help desk/service desk certification, or equivalent hands‑on support experience.
• Experience supporting users in an IT help desk, service desk, application support, or enterprise end-user support environment.
• Experience using enterprise ticketing or ITSM tools; BMC Remedy Service Management experience preferred.
• Experience supporting Active Directory, account permissions, VPN connectivity, remote support tools, Microsoft 365, Windows 11, mobile devices, web browsers, printers, network drives, and standard workstation software.
• Experience using knowledge articles, standard operating procedures, and documented troubleshooting workflows to support first-contact resolution.
• Ability to learn quickly, use available resources, and adapt to changing help desk priorities.

Does this opportunity sound like a fit for you?

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!