Senior Help Desk Specialist — Enterprise IT Support Lead

NuAxis, LLC; Washington (District of Columbia); Hybrid; USD 70,000 - 100,000; Full time

Job summary

NuAxis is seeking a Senior Help Desk Specialist to join our federal IT team in the Washington, DC area. The role focuses on remote and on-site support for government systems, applications, and endpoints, with a strong emphasis on meeting SLAs and knowledge sharing across the desk.

The ideal candidate performs Tier 1 support via multiple channels, handles ticket lifecycles end-to-end, and collaborates with senior staff to coordinate tickets, outages, and surge activities in a fast-paced

Qualifications

• Associate's degree or equivalent with 3+ years in customer service or help desk.
• Or high school diploma with 5+ years of related experience and a relevant certification.
• Experience with help desk ticket lifecycle management and SLAs.
• Strong communication and coordination skills for team support.

Responsibilities

• Provide Tier 1 help desk support via phone, email, chat and other channels.
• Create, manage, troubleshoot, and escalate incidents and requests.
• Support VPN, Microsoft 365 tools, Windows workstations, and common apps.
• Escalate unresolved issues with clear documentation and SLAs in mind.
• Act as senior resource for ticket prioritization and queue coordination.
• Assist leadership with priorities, outages, and surge activities.

Skills

Customer service

Active listening

Verbal communication

Written communication

Problem solving

Team coordination

Education

Associate's degree

High school diploma with certification

Tools

BMC Remedy

Microsoft 365

Job description

NuAxis is seeking a Senior Help Desk Specialist to join our federal IT team in the Washington, DC area. The role focuses on remote and on-site support for government systems, applications, and endpoints, with a strong emphasis on meeting SLAs and knowledge sharing across the desk.

The ideal candidate performs Tier 1 support via multiple channels, handles ticket lifecycles end-to-end, and collaborates with senior staff to coordinate tickets, outages, and surge activities in a fast-paced