Remote Help Desk Analyst - Federal IT

International Executive Service Corps; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Job summary

NuAxis is seeking a talented Call Center Analyst - Application Support for a full-time role to provide remote customer service for federal government systems. You will handle phone, chat, and email requests, create and track incidents, and ensure SLA compliance while contributing to knowledge base improvements.

Ideal candidates have 2+ years in customer service, strong communication, and HDI certification within 90 business days of hire.

Qualifications

• High school diploma or equivalent.
• Bachelor's degree preferred.
• HDI Analyst Certification required within 90 business days of hire.

Responsibilities

• Handle incoming phone requests from customers.
• Handle incoming electronic requests (Chat, Email).
• Create, track and resolve incidents and service requests.
• Fulfill requests to meet SLAs.
• Escalate complex requests to the appropriate support team.
• Update and retire knowledge documentation.
• Attend team meetings to discuss process improvements.

Skills

Critical thinking

Active listening

Customer service

Teamwork

Education

High school diploma or equivalent

Bachelor's degree preferred

HDI Analyst Certification

Tools

BMC Remedy

HRIS knowledge

Job description

NuAxis is seeking a talented Call Center Analyst - Application Support for a full-time role to provide remote customer service for federal government systems. You will handle phone, chat, and email requests, create and track incidents, and ensure SLA compliance while contributing to knowledge base improvements.

Ideal candidates have 2+ years in customer service, strong communication, and HDI certification within 90 business days of hire.