Help Desk Specialist I

Lensa; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

A U.S. federal IT company seeks a Help Desk Specialist I in Washington, DC. This entry-level position involves providing essential IT customer support and managing service requests effectively. If you're looking for a role that combines technology with customer service, this opportunity might be for you. Join a team that values its people and makes customer experience its mission.

Qualifications

• Must be willing to obtain Microsoft Office Specialist certification as a condition of employment.
• Experience in customer support and ticket management is essential.

Responsibilities

• Provide 24x7 coverage for Tier I IT customer-related issues.
• Log and manage service tickets for customer interactions.
• Troubleshoot, triage, and resolve service requests via remote access.

Skills

Customer Service

Troubleshooting

Problem Management

Education

Microsoft Certified (MOS)

Job description

2 days ago Be among the first 25 applicants

Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

Help Desk Specialist I

Location Washington, DC

# of openings 1

Salary Range (Min-Max) 00

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 I s for a Full-Time position.

Job Summary

The Help Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under supervision. The Tier I team serves as primary IT Customer Support interface between WMATA IT departments and all WMATA end users.

Essential Functions

• Tier I customer activities include but are not limited to:
• Provide 24x7x365 coverage for all Tier I customer-related issues.
• Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
• Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalating issues reported by WMATA's VIPs
• Report critical issues, which fall under WMAT A's critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NOA) required to release this criterion.
• Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
• Escalate to other support entities when an issue requires a higher level of technical skills.
• Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA -designated SLAs.
• Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion.
• Document service-related issues and proposed resolutions for inclusion in the ITCS knowledgebase.
• Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use the standard ITSM ticket system (for example CA Service Delivery) for handling tickets.
• Ticket Creation and Handling , Support-Incident Management , Initial Telephone Call Handling , Initial Email Handling , Initial Fax Handling , Critical Events Handling , Ticket Updates , Ticket Closure , Incident Handling and Management , Problem Handling and Management , Request Fulfillment (Service Request) Management , Ticket Ownership , User Notification , Remote Desktop Management , Application Support , Assistive Technology User Support
  
  

Requirements

• Must have (or be willing to obtain as a condition of employment):
• Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007, 2010 or later.
  
  

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

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 (https://nuaxis.com/contact/) about our Benefits and Culture!

#NAI #DICE

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Get notified about new Help Desk Specialist jobs in Washington, DC.

Bethesda, MD $70,000.00-$85,000.00 2 weeks ago

Washington, DC $60,000.00-$75,000.00 1 week ago

Washington, DC $60,000.00-$75,000.00 3 weeks ago

Bethesda, MD $42,000.00-$60,000.00 1 month ago

Washington, DC $65,000.00-$75,000.00 1 week ago

Reston, VA $70,000.00-$85,000.00 1 week ago

Washington, DC $84,000.00-$108,000.00 1 month ago

Helpdesk Technical Support - TOP SECRET (Wed - Sat 12pm-10pm)

Washington, DC $108,000.00-$156,000.00 1 month ago

OCTO - Helpdesk/ Customer Support Entry (764958)

IT Help Desk / Desktop Support Analyst (VIP Support)

Tysons Corner, VA $108,000.00-$156,000.00 1 month ago

Washington DC-Baltimore Area $30.00-$33.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.