Help Desk Specialist I — IT Support & Customer Care

NuAxis Innovations; Washington (District of Columbia); On-site; USD 42,000 - 57,000; Full time

Job summary

NuAxis Innovations is a federal IT company seeking a Help Desk Specialist I for a Full-Time position supporting WMATA IT end users. The role requires handling Tier I requests, logging tickets, and providing remote assistance to resolve issues.

The candidate should be able to work under supervision, meet SLA requirements, and document resolutions for the IT knowledgebase; MOS certification is a plus.

Qualifications

• 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.

Responsibilities

• Provide 24x7x365 Tier I customer support coverage.
• Log service tickets for every customer interaction.
• Troubleshoot and resolve service requests by phone, chat, email, or remote access.
• Escalate to higher-level support when needed within SLA.
• Document issues and resolutions for the IT knowledgebase.

Skills

Customer support

Ticketing system

Remote access

SLA adherence

Education

MOS Office Specialist

Tools

CA Service Delivery

Job description

NuAxis Innovations is a federal IT company seeking a Help Desk Specialist I for a Full-Time position supporting WMATA IT end users. The role requires handling Tier I requests, logging tickets, and providing remote assistance to resolve issues.

The candidate should be able to work under supervision, meet SLA requirements, and document resolutions for the IT knowledgebase; MOS certification is a plus.