Help Desk Specialist I

NuAxis LLC
Washington, DC
21 Feb 2025

Vacancy expired!

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 I for a Part-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 supervision. The Tier I team serves as primary IT Customer Support interface between WMATA IT departments and all WMATA end users. 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.
  • Escalating issues reported by WMATA's VIPs
  • Report critical issues, which fall under WMAT A's critical incident criteria to the designated incident management team. 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 knowledgebase.
  • Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use the standard ITSM ticket system (for 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
Requirements:
  • 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.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now Our Profile: NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state-of-the-art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts. High technology small business with long-standing U.S. Federal Government experience Visionary executive leadership Expert professional services team comprised of highly skilled engineers and software developers Rapid growth over the last several years. NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of a background investigation. At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balance. NuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefits. More specific information on benefits eligibility will be provided as part of the interview process. #Dice #NAI