Tier I Help Desk Specialist — 24/7 IT Support

NuAxis Innovations; Washington (District of Columbia); On-site; USD 50,000 - 65,000; Full time

Job summary

NuAxis Innovations is seeking a Help Desk Specialist I to join the team for full-time IT support. The role focuses on Tier I customer service, incident handling, and ITSM ticket management. Candidates should be prepared for remote and on-site work and adhere to WMATA IT standards.

Responsibilities include 24x7 coverage, ticket logging, troubleshooting, and escalation as needed, with documentation for the knowledgebase. MOS certification is required or candidate must be willing to obtain it.

Qualifications

• MOS certification for Office 2007/2010 or later.
• Willing to obtain MOS as a condition of employment.

Responsibilities

• Provide 24x7x365 coverage for Tier I customer-related issues.
• Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
• Log service tickets for every customer interaction regardless of communication mode.
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalate issues to other support entities when unable to resolve within SLA.
• Document service-related issues and proposed resolutions for inclusion in the IT knowledgebase.

Skills

Customer support

Remote troubleshooting

Ticketing system

Education

MOS Office Specialist

Tools

CA Service Delivery

Job description

NuAxis Innovations is seeking a Help Desk Specialist I to join the team for full-time IT support. The role focuses on Tier I customer service, incident handling, and ITSM ticket management. Candidates should be prepared for remote and on-site work and adhere to WMATA IT standards.

Responsibilities include 24x7 coverage, ticket logging, troubleshooting, and escalation as needed, with documentation for the knowledgebase. MOS certification is required or candidate must be willing to obtain it.