Help Desk Specialist I

NuAxis Innovations•Washington, DC

10d

About The Position

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 Help Desk Specialist I s for a Full-Time position. Job Summary: The Help Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under the supervision and serves as the primary IT Customer Support interface between WMATA IT departments and all WMATA end-users

Requirements

High school diploma or GED (minimum requirement)
Basic understanding of computer hardware (e.g., desktops, laptops, peripherals)
Familiarity with operating systems
Windows (most common)
Understanding of troubleshooting steps, including:
Software installation / uninstallation
Password resets
Network connectivity issues
Printer issues
Knowledge of common applications, such as:
Microsoft 365 (Outlook, Word, Teams, OneDrive)
Web browsers
VPN clients
Strong communication skills
Ability to explain technical issues in simple, clear language
Patience and professionalism
Experience in customer service (retail, call center, etc.) is often acceptable if no IT experience
Problem-solving mindset
Attention to detail
Ability to follow standard operating procedures (SOPs)
Organizational skills and ability to document tickets clearly
0–1 year of IT + basic technical competency

Nice To Haves

Associate degree in IT, Computer Science, or related field (preferred but not required)
CompTIA A+ – the most recognized entry‑level IT certification
CompTIA IT Fundamentals (ITF+) – great for beginners
Microsoft 365 Certified: Fundamentals – helpful for MS-based environments
HDI Customer Service Representative – customer support–specific credential

Responsibilities

Provide 24x7x365 coverage for all Tier I customer-related issues.
Intercept and initiate resolution of IT customer service requests via telephone, chat, or e-mail.
Log service tickets for every customer interaction regardless of the mode of communication (email, phone, or chat).
Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
Escalate issues reported by WMATA's VIPs
Report critical issues, which fall under WMATA's critical incident criteria to the designated incident management team. A non-Disclosure Agreement (NOA) required to release this criterion.
Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
Escalate to other support entities when an issue requires a higher level of technical skills.
Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA designated SLAs.
Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion.
Document service-related issues and proposed resolutions for inclusion in the ITCS knowledge base.
Manage incidents, Problems, and Service Requests. Use standard ITSM ticket system (example CA Service Delivery ) for handling tickets.