Tier II Service Desk Specialist

International Executive Service Corps; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Job summary

NuAxis is seeking a Tier II Service Desk Specialist for a full-time role to support federal IT solutions. The candidate will diagnose and resolve technical issues, provide on-site support, and manage ticket lifecycle to meet SLAs, collaborating with network services and software teams to restore services efficiently.

Experience in desk-side support and relevant certifications (MS Office Specialist, ITIL v4 Foundations, HDA) is preferred.

Qualifications

• 2+ years of current desk-side support experience.
• One of the Microsoft Office Specialist certs or equivalent ITIL/HDA/CSR cert.
• Ability to obtain required certifications as part of role.

Responsibilities

• Responds and diagnoses problems through discussion with users and hands-on assistance.
• Provides on-site support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving toward resolution to meet SLAs.
• Documents, tracks, and monitors tickets to ensure timely resolution.

Skills

Desk-side support

Customer service

Technical diagnostics

Ticket handling

Education

Microsoft Office Specialist cert

ITIL v4 Foundations

HDI's HDA cert

Customer Service Certification

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Tier II Service Desk Specialist for a Full-Time position.

Job Summary:

The 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 Service Desk Specialist must operates with appreciable latitude in developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.

Essential Functions:

• Responds and diagnoses problems through discussion with users and hands-on assistance.

• Provides on-site support to end users on a variety of issues.

• 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 problem.

• Simulates or recreates user problems to resolve operating difficulties.

• Recommends systems modifications to reduce user problems.

• Performs Moves, Adds and Changes (MAC)

Education/Certification:

• The ability to obtain at least one (1) of the following:

• Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2016 or later

• Certifications in ITIL v4 Foundations

• Help Desk Institute's HDA* certification

• Customer Service Representative Certification

Knowledge Requirements:

• Must have at least 2 years of current experience in participating in a desk-side support environment.

• Must also have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist for Office 2007 or later Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certifications is required.

Experience:

• At least 2 years of current experience in participating in a desk-side support environment.

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. about our Benefits and Culture!