Tier I Service Desk Specialist - Impactful IT Support

NuAxis Innovations; Washington (District of Columbia); On-site; USD 42,000 - 58,000; Full time

Job summary

NuAxis Innovations seeks a Tier I Service Desk Specialist in Washington, DC to deliver frontline IT support for government clients. You will log requests, perform initial troubleshooting, and manage incidents within defined SLAs, collaborating with cross-functional teams to restore services promptly.

The role requires strong communication, customer service focus, and familiarity with ITSM tools and remote support. On-site work in DC is expected.

Qualifications

• Experience in IT service desk operations and incident management.
• Familiarity with SLA-driven support and ITIL concepts.
• Proficient in using ticketing systems and remote support tools.

Responsibilities

• Handle calls and emails to create and manage tickets.
• Provide initial diagnosis and resolution where possible.
• Escalate non-resolvable issues per SLAs and document outcomes.
• Inform users of ticket status and follow up for closure.

Skills

Customer service

IT helpdesk

Communication

MS Office

Education

MOS certification

Tools

GoToAssist

Job description

NuAxis Innovations seeks a Tier I Service Desk Specialist in Washington, DC to deliver frontline IT support for government clients. You will log requests, perform initial troubleshooting, and manage incidents within defined SLAs, collaborating with cross-functional teams to restore services promptly.

The role requires strong communication, customer service focus, and familiarity with ITSM tools and remote support. On-site work in DC is expected.