Help Desk Specialist I

NuAxis Innovations; Washington (District of Columbia); On-site; USD 50,000 - 65,000; Full time

Job summary

NuAxis Innovations is seeking a Help Desk Specialist I to join the team for full-time IT support. The role focuses on Tier I customer service, incident handling, and ITSM ticket management. Candidates should be prepared for remote and on-site work and adhere to WMATA IT standards.

Responsibilities include 24x7 coverage, ticket logging, troubleshooting, and escalation as needed, with documentation for the knowledgebase. MOS certification is required or candidate must be willing to obtain it.

Qualifications

• MOS certification for Office 2007/2010 or later.
• Willing to obtain MOS as a condition of employment.

Responsibilities

• Provide 24x7x365 coverage for 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 communication mode.
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalate issues to other support entities when unable to resolve within SLA.
• Document service-related issues and proposed resolutions for inclusion in the IT knowledgebase.

Skills

Customer support

Remote troubleshooting

Ticketing system

Education

MOS Office Specialist

Tools

CA Service Delivery

Job description

Employer Overview

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. 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, elevate 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.

Our Profile

We are an IT company with a unique mission - 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!

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