Tier II IT Help Desk Specialist - Onsite & Remote Support

NuAxis Innovations; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

NuAxis Innovations seeks a talented Help Desk Specialist II for a full-time role. The successful candidate will provide onsite and remote technical support, log and manage tickets, and ensure SLA adherence while maintaining KBAs and SOPs. Travel to WMATA sites may be required, up to 50%.

Required are hardware and software support skills, IT certifications, and experience with AD, SCCM, and Remedy tools. Equal opportunity employer with a strong focus on customer experience.

Qualifications

• Microsoft Office Specialist certification required within 60 days of hire.
• ITIL v3 Foundations or similar certification required.
• HDI/HDA or CSR certs accepted as alternative.
• Knowledge of Microsoft Active Directory and enterprise support.
• Experience with SCCM and Remedy suite is a plus.

Responsibilities

• Provide onsite desk-side and remote technical support.
• Interact with customers via phone, email, or walk-in to log and manage tickets.
• Monitor infrastructure and respond to critical events using enterprise tools.
• Troubleshoot and triage service requests and resolve tickets per SLA.
• Support WMATA PC Refresh and hardware moves within offices or cubicles.
• Perform MAC (Moves, Adds and Changes) and service installations.

Education

Microsoft Office Specialist

ITIL v3 Foundations

Help Desk Institute's HDA

CSR

Tools

Active Directory

Microsoft Office 2010/2013/365

SCCM

NetIQ DRA

Cisco AnyConnect

Citrix XenDesktop

Junos Pulse

NetScreen VPN

BMC Remedy IM/KR/SR/PM/SL

Job description

NuAxis Innovations seeks a talented Help Desk Specialist II for a full-time role. The successful candidate will provide onsite and remote technical support, log and manage tickets, and ensure SLA adherence while maintaining KBAs and SOPs. Travel to WMATA sites may be required, up to 50%.

Required are hardware and software support skills, IT certifications, and experience with AD, SCCM, and Remedy tools. Equal opportunity employer with a strong focus on customer experience.