Help Desk Specialist I

NuAxis Innovations; Washington (District of Columbia); On-site; USD 40,000 - 45,000; Full time

Job summary

An established industry player is on the lookout for a motivated Help Desk Specialist I to join their dynamic team. This role is pivotal in providing exceptional customer support, ensuring that every interaction is logged and addressed promptly. The ideal candidate will thrive in a fast-paced environment, leveraging their troubleshooting skills and Microsoft Office expertise to assist users effectively. Join a company that values teamwork and innovation, where your contributions will directly impact the customer experience in federal IT solutions. Embrace this opportunity to grow in a supportive and engaging workplace!

Qualifications

• Practical experience in IT customer support required.
• Willingness to obtain Microsoft certification as a condition of employment.

Responsibilities

• Provide 24x7 support for Tier I customer-related issues.
• Log service tickets for every customer interaction.
• Troubleshoot and resolve service requests via remote access.

Skills

Customer Service

Troubleshooting

Microsoft Office Specialist

Incident Management

Education

High School Diploma

Microsoft Certified Exam

Tools

ITSM Ticket System

Remote Desktop Management

Job description

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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 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 about our Benefits and Culture!

#NAI #DICE

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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