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We're going places, hop on board. Our value is in our employees - smart, passionate, and fun people. Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Help Desk Specialist 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. Essential Functions:
- Tier I customer activities include but are not limited to:
- Provide 24x7x365 coverage for all Tier I customer-related issues.
- Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
- Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
- Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
- Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
- Escalate to other support entities when issue requires a higher level of technical skills.
- 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 knowledgebase.
- Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use standard ITSM ticket system (example CA Service Delivery) for handling tickets.
- Ticket Creation and Handling, Support-Incident Management, Initial Telephone Call Handling, Initial Email Handling, Initial Fax Handling, Critical Events Handling, Ticket Updates, Ticket Closure, Incident Handling and Management, Problem Handling and Management, Request Fulfillment (Service Request) Management, Ticket Ownership, User Notification, Remote Desktop Management, Application Support, Assistive Technology User Support
- Must have (or be willing to obtain as a condition of employment):
- Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007, 2010 or later.
- ID: #42232634
- State: District of Columbia Washington 20001 Washington USA
- City: Washington
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-06-02
- Deadline: 2022-07-31
- Category: Security