Remote Help Desk Specialist – Federal IT Support

NuAxis Innovations

Washington (District of Columbia)

On-site

USD 55,000 - 70,000

Full time

3 days ago

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Job summary

NuAxis Innovations is seeking a Help Desk Specialist to provide Tier 1 remote support for Federal Government end users in a high-volume environment. You will handle incidents from intake to closure, document troubleshooting steps, and escalate when needed, ensuring SLA compliance and customer satisfaction.

The role emphasizes strong communication, problem-solving, and the ability to work across Microsoft 365, VPN, and Windows platforms.

Qualifications

Associate's degree or high school diploma with IT certification and 1–2 years of related support experience.
Knowledge of ticket lifecycle management from intake to closure.
Ability to troubleshoot issues related to accounts, access, applications, connectivity, hardware, and workstation tools.
Clear written and verbal communication with customers and technical teams.

Responsibilities

Provide Tier 1 help desk support via phone, email, chat, and other channels.
Document, categorize, prioritize, troubleshoot, resolve, and escalate incidents per procedures.
Support user accounts, passwords, VPN, Microsoft 365, Windows workstations, printers, and network drives.
Maintain accurate ticket documentation with status, steps, and resolution details.
Escalate complex issues with clear documentation to appropriate teams.
Monitor queues to ensure timely action and SLA compliance.
Support outage and surge response activities as directed.
Contribute to knowledge base updates and self-service improvements.