IT Service Desk Specialist — Rapid Incident Resolver

International Executive Service Corps; Washington (District of Columbia); Hybrid; USD 45,000 - 70,000; Full time

Job summary

NuAxis is a federal IT contractor focused on making CX the centerpiece of government solutions. We are seeking a Tier I Service Desk Specialist for a full-time, on-site role in Washington, DC.

The successful candidate will handle incidents, problems, and service requests using ServiceNow ITSM and will provide live support during Normal Working Hours while maintaining SLA-driven communication with government users.

Qualifications

• The Service Desk Specialist applies fundamental concepts, processes, and procedures on technical assignments under supervision.
• Strong ticketing and incident management skills are required to resolve issues efficiently.
• Ability to respond to Users via phone, email, and other channels within SLA constraints.

Responsibilities

• Handle incidents, problems, and service requests using ServiceNow ITSM.
• Create and manage tickets from multiple contact channels and link related incidents.
• Provide live telephone support during Normal Working Hours and escalate as needed.
• Document all actions in ITSM and communicate status to users and stakeholders.
• Monitor queues and ensure timely resolution and follow-up on closed tickets.

Skills

Service Desk

ITSM

Incident Management

Tools

ServiceNow

Job description

NuAxis is a federal IT contractor focused on making CX the centerpiece of government solutions. We are seeking a Tier I Service Desk Specialist for a full-time, on-site role in Washington, DC.

The successful candidate will handle incidents, problems, and service requests using ServiceNow ITSM and will provide live support during Normal Working Hours while maintaining SLA-driven communication with government users.