Mid-Level Helpdesk Analyst

Nuaxis-Innovations; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

NuAxis is hiring a Mid-Level Helpdesk Analyst in the United States. You will provide end-user support, triage tickets, and maintain knowledge articles across a varied application portfolio.

Ideal candidates bring 3–5 years of IT help desk experience, strong customer service skills, and proficiency with ticketing systems and multi‑platform support. Certification is helpful, with ITIL/CompTIA assets considered a plus. This is a full-time on-site role.

Qualifications

• Associate's degree in Information Technology or related field, or high school diploma plus 2 years of relevant experience.
• 3–5 years of IT help desk or end-user support experience.
• Certifications not required, but ITIL 4, CompTIA A+ or related are desirable.
• Strong customer service, troubleshooting, ticketing, documentation and KB management skills.
• Experience with ServiceNow or Jira Service Management and multi-platform support is a plus.
• Federal sector experience and ITIL familiarity preferred.

Responsibilities

• Provide end-user support and resolve tickets within defined SLAs.
• Troubleshoot application, access, and configuration issues across platforms.
• Escalate complex issues with full diagnostics to platform teams.
• Maintain ticket records, notes, and trend reporting.
• Create and maintain knowledge base articles and self-service guides.
• Assist with user onboarding, account provisioning, and access requests.

Skills

Customer service

Troubleshooting

Ticketing systems

Documentation

Knowledge base management

Multi-platform support

Education

Associate's degree in Information Technology

High school diploma + 2 years relevant experience

Tools

ServiceNow

Jira Service Management

Active Directory

Microsoft Entra ID

Microsoft 365 admin center

Microsoft Teams

Outlook

Windows 10/11

VPN

MFA

Confluence

SharePoint

Job description

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 Mid-Level Helpdesk Analyst for a Full-Time position.

Job Summary

Provides end-user support, ticket resolution, documentation, and knowledge base maintenance across the supported application portfolio.

Key Responsibilities

• Receive, triage, and resolve user support requests within defined service level targets.
• Troubleshoot application, access, and configuration issues across multiple platforms.
• Escalate complex issues to platform teams with complete diagnostic detail.
• Maintain accurate ticket records, resolution notes, and trend reporting.
• Author and maintain knowledge base articles and self-service guidance.
• Support user onboarding, account provisioning, and access requests.

Minimum Qualifications

• Minimum Education: Associate's degree in Information Technology or a related field; OR high school diploma plus two (2) additional years of relevant experience.
• Minimum Experience: Three (3) to five (5) years of IT help desk or end-user support experience.
• Certifications — Required: None.
• Certifications — Obtainable After Hire: CompTIA A+ or ITIL 4 Foundation, within 90 days of assignment.
• Certifications — Preferred: HDI Support Center Analyst; Microsoft 365 Certified: Fundamentals; CompTIA Network+.
• Required Skills: Customer service; troubleshooting; ticketing systems; documentation; knowledge base management; multi-platform support.
• Preferred Skills: Federal sector experience; experience supporting the platforms covered under this effort; ITIL service management practices.

Technical Environment

ServiceNow or Jira Service Management ticketing; Active Directory and Microsoft Entra ID account administration; Microsoft 365 admin center; Microsoft Teams and Outlook; Windows 10/11 desktop support; remote assistance tooling; VPN and multifactor authentication support; Confluence or SharePoint knowledge base

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.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation.

Learn More about our Benefits and Culture!