Tier II Service Desk Specialist

International Executive Service Corps; Denver (CO); On-site; USD 60,000 - 85,000; Full time

Job summary

NuAxis Innovations in Denver, CO is seeking a Tier II Service Desk Specialist to provide on-site and remote support, diagnose problems, and manage incidents to meet SLAs. The role requires hands-on experience with ITSM tools and Windows 11/Mac environments.

We value employees who can deliver timely resolutions, document activities, and collaborate with cross-functional teams to improve service quality. This is a full-time on-site position with a focus on customer satisfaction and operational

Qualifications

• At least 2 years of desk-side IT support experience.
• Experience with ITSM ticketing systems (BMC Helix Remedy, ServiceNow).
• Strong knowledge of Windows 11 and Mac hardware.
• ITIL v4 Foundations and HDI certifications are preferred.

Responsibilities

• Responds to and diagnoses problems through discussion with users and hands-on assistance.
• Provides on-site support to end-users on a variety of issues.
• During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution meeting SLAs.
• Documents, tracks, and monitors tickets to ensure timely resolution.

Skills

Ticketing systems

Windows 11

Mac OS

Customer support

Education

CompTIA A+ Certification

Microsoft IT Support Specialist Professional Certificate

ITIL v4 Foundations Certification

HDI Desktop Advanced Support Technician certification

Tools

BMC Helix Remedy

ServiceNow

MS Windows

Job description

We’re going places, hop on board.

Our value is in our employees – smart, passionate, and fun people.

We are going places, hop on board.

Our value is in our employees – smart, passionate, and fun people.

Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Tier II Service Desk Specialist for a Full-Time position in Denver CO.

Job Summary:

The Tier II Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Tier II Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times. The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.

Essential Functions:

• Responds to and diagnoses problems through discussion with users and hands‑on assistance.
• Provides on‑site support to end‑users on a variety of issues.
• During remote support periods, receive customer calls, emails, and self‑generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitors tickets to ensure a timely resolution.
• Provides second‑tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds, and Changes (MAC)

Support‑Incident Management:

Provide impact‑ and priority‑based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible:

• Escalate tickets based on expertise and appropriate group membership
• Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours
• Monitor voicemails and emails left for the SD
• Log Incidents and Service Requests into the ITSM.
• Ensure that all Incidents are promptly and accurately documented in ITSM so that up‑to‑date information is available at all times. Track Incident from the first report to remediation
• Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
• Escalate tickets as required by the applicable Service Level Agreements (SLAs)
• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and Users using government‑provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
• Follow‑up on resolved Incidents to check the quality, get customer concurrence of incident closure, and report customer satisfaction
• Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages and submitted in writing to government management
• Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known to error sub‑processes to facilitate quicker diagnosis and resolution for future Incidents
• Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Users
• Ensure non-IT requests are properly routed to appropriate support organizations.

Ticket Updates:

• Update tickets by adding work log information as required by the applicable SLAs
• Monitor status of all open tickets and elevate as required
• Coordinate resolution with other internal and external teams, as appropriate
• Check the assigned tickets queue on regular basis throughout the NWH
• Provide advice and guidance to the Users regarding restoration of interrupted service
• Verify ticket resolution with the User
• Provide advice and guidance to Users regarding restoration of interrupted service

Ticket Closure:

No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change the status of the ticket to "Resolved". Follow up periodically to verify the service meets client expectations; close when completed.

Incident Handling and Management:

Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.

Problem Handling and Management:

Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.

Education/Certification:

• CompTIA A+ Certification
• Microsoft IT Support Specialist Professional Certificate
• Certification in ITIL v4 Foundations
• Help Desk Institute's Desktop Advanced Support Technician certification

Knowledge Requirements:

Must have experience using industry standard ticketing systems such as BMC Helix Remedy and ServiceNow. Must have intermediate knowledge of Microsoft Windows 11 Operating System. Experience with Apple MAC laptops is a plus.

Experience:

At least 2 years of current experience in participating in a desk-side support environment. College degrees or certifications can be substituted for experience.

Our Profile:

NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state‑of‑the‑art technologies, architectures, and life cycle management.We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management.We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.

High technology small business with long‑standing U.S. Federal Government experience Visionary executive leadership Expert professional services team comprises highly skilled engineers and software developers Rapid growth over the last several years.

NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of a background investigation

At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balance. NuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefits. More specific information on benefits eligibility will be provided as part of the interview process.