Help Desk Specialist

NuAxis Innovations is hiring a Help Desk Specialist to deliver Tier 1 support for Federal Government end users in a high-volume enterprise help desk environment. This onsite role in Washington, DC focuses on receiving and resolving incidents and service requests in line with established procedures and SLAs, including hands-on troubleshooting across accounts, devices, connectivity, and standard workplace tools.

As the first point of contact, you will work across phone, email, chat, and other approved support channels. You will document every step of the ticket lifecycle, validate request details, apply approved knowledge articles, and escalate complex issues to the appropriate technical team with clear supporting information.

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 according to 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.
• Identify documentation gaps, recurring incidents, and problem trends to support knowledge management; update help desk knowledge articles and elevate recurring issues to management or the appropriate technical team as needed.

Requirements

• Education and experience: Associate's degree in a related discipline and at least 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 2 years of related 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.

Technologies

• Microsoft 365
• Windows workstations
• VPN
• Windows 11
• Active Directory
• BMC Remedy Service Management
• Mobile devices
• Web browsers
• Printers
• Network drives
• Knowledge articles
• ITSM tools
• Enterprise ticketing

Preferred Qualifications

• 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.

Note: Employment is contingent upon successful completion of a background investigation.