Tier II Service Desk Specialist — On-Site IT Support Pro

NuAxis Innovations; Denver (CO); On-site; USD 60,000 - 76,000; Full time

Job summary

NuAxis Innovations, a federal IT company, is seeking a talented Tier II Service Desk Specialist for a full-time role in Denver, CO. The candidate will handle on-site user support, diagnose and resolve complex issues, and manage tickets to meet SLAs.

The position emphasizes customer experience, teamwork, and reliable problem-solving. The ideal candidate has at least 2 years of desk-side support, plus relevant certifications (Office Specialist, ITIL v4 Foundations, HDI HDA, or CSR).

Qualifications

• At least 2 years of desk-side support experience.
• Current Microsoft Office Specialist certification (Office 2016 or later) or ITIL v4 Foundations or HDI HDA or CSR certifications required.

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 per SLAs.
• Documents, tracks, and monitors tickets for timely resolution.
• Provides second-tier support to users' applications or hardware issues.
• Interacts with network services, software engineering, and applications development to restore service.
• Simulates user problems to resolve operating difficulties.
• Recommends system modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC).

Skills

Desk-side support

Customer service

Problem solving

Education

Microsoft Office Specialist

ITIL v4 Foundations

HDI HDA certification

Customer Service Representative Certification

Job description

NuAxis Innovations, a federal IT company, is seeking a talented Tier II Service Desk Specialist for a full-time role in Denver, CO. The candidate will handle on-site user support, diagnose and resolve complex issues, and manage tickets to meet SLAs.

The position emphasizes customer experience, teamwork, and reliable problem-solving. The ideal candidate has at least 2 years of desk-side support, plus relevant certifications (Office Specialist, ITIL v4 Foundations, HDI HDA, or CSR).