Help Desk Specialist

NuAxis Innovations•Washington, DC

12h•Onsite

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 for a Full-Time position. Job Summary The CSC Help Desk Specialist provides Tier 1 remote support for Federal Government end users in a high-volume enterprise help desk environment. The position receives, documents, troubleshoots, resolves, and escalates incidents and service requests submitted by phone, email, chat, and other approved channels. The role supports business applications, user accounts, endpoint devices, connectivity, and standard workplace tools while ensuring timely service, accurate documentation, and compliance with established procedures and Service Level Agreements (SLAs).

Requirements

Associate's degree in a related discipline and at least one (1) year of related customer service, help desk, service desk, technical support, or end-user support experience; OR High school diploma or equivalent and at least two (2) years of related customer service, help desk, service desk, technical support, or end-user support experience with a relevant technical or help desk/service desk certification.
Working knowledge of ticket lifecycle management, including intake, categorization, prioritization, troubleshooting, documentation, escalation, resolution, and closure.
Ability to troubleshoot common issues involving accounts, access, applications, connectivity, hardware, software, and workstation tools.
Ability to follow documented procedures, communicate clearly with customers and technical teams, and support daily operations in accordance with leadership direction.
Strong customer service, active listening, critical thinking, problem-solving, written communication, and verbal communication skills.
Ability to work in a high-volume help desk environment while meeting SLAs and maintaining accurate ticket documentation.

Nice To Haves

Relevant IT training, technical coursework, industry-recognized IT or help desk/service desk certification, or equivalent hands-on support experience.
Experience supporting users in an IT help desk, service desk, application support, or enterprise end-user support environment.
Experience using enterprise ticketing or ITSM tools; BMC Remedy Service Management experience preferred.
Experience supporting Active Directory, account permissions, VPN connectivity, remote support tools, Microsoft 365, Windows 11, mobile devices, web browsers, printers, network drives, and standard workstation software.
Experience using knowledge articles, standard operating procedures, and documented troubleshooting workflows to support first-contact resolution.
Ability to learn quickly, use available resources, and adapt to changing help desk priorities.

Responsibilities

Provide Tier 1 help desk support to end users through phone, email, chat, and other approved support channels.
Receive, create, categorize, prioritize, document, troubleshoot, resolve, and escalate incidents and service requests in accordance with established procedures.
Support common issues involving user accounts, password resets, VPN connectivity, Microsoft 365, Windows workstations, printers, network drives, mobile devices, and approved business applications.
Maintain complete and accurate ticket documentation, including issue descriptions, troubleshooting steps, status updates, resolution details, and escalation notes.
Research customer issues, validate request details, apply approved knowledge articles, and provide accurate guidance or resolution.
Escalate unresolved or complex issues to the appropriate technical support team with clear supporting documentation.
Monitor assigned work queues to ensure timely action, SLA compliance, and appropriate follow-up.
Support outage, surge, and customer-impacting response activities as directed.
Follow standard operating procedures, escalation criteria, documentation requirements, and customer service expectations.
Contribute to knowledge management by identifying documentation gaps, recurring incidents, and problem trends; support updates to help desk knowledge articles and elevate recurring issues to management or the appropriate technical team, as needed.