Tier II Service Desk Specialist - Federal IT Support

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

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.