Help Desk Specialist I - 24/7 IT Support (DC)

NuAxis Innovations; Washington (District of Columbia); On-site; USD 42,000 - 52,000; Full time

Job summary

NuAxis Innovations is seeking a Help Desk Specialist I in Washington, DC. The role provides Tier I IT support, logging and resolving incidents, and coordinating with higher levels of support as needed. The candidate should be prepared to handle 24/7 coverage and maintain incident documentation.

Responsibilities include remote troubleshooting, account administration, and contributing to the ITCS knowledgebase. MOS certification is a condition of employment or willingness to obtain it.

Qualifications

• Current MOS certification for Office 2007, 2010 or later.

Responsibilities

• Provide 24x7x365 coverage for Tier I issues.
• Intercept and initiate resolution via telephone, chat, fax, or e-mail.
• Log service tickets for every customer interaction.
• Troubleshoot and resolve service requests over the phone or via remote access.
• Escalate VIP issues and refer complex problems to higher support.
• Escalate when SLA limits are reached or higher technical skills are required.
• Ensure tickets are addressed within designated SLAs.
• Document issues and resolutions for the ITCS knowledgebase.
• Manage end-user accounts and ITSM ticket handling.

Education

Microsoft MOS Certification

Tools

ITSM Ticketing System (CA Service Delivery)

Job description

NuAxis Innovations is seeking a Help Desk Specialist I in Washington, DC. The role provides Tier I IT support, logging and resolving incidents, and coordinating with higher levels of support as needed. The candidate should be prepared to handle 24/7 coverage and maintain incident documentation.

Responsibilities include remote troubleshooting, account administration, and contributing to the ITCS knowledgebase. MOS certification is a condition of employment or willingness to obtain it.