Help Desk Specialist

NuAxis, LLC; Washington (District of Columbia); On-site; 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

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 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.

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 engage 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.

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 Moreabout our Benefits and Culture!