Help Desk Specialist I

NuAxis Innovations is seeking a Help Desk Specialist I to support WMATA end users from our Washington, DC location. This role provides continuous Tier I IT assistance, handling incoming requests, triaging issues, and guiding users toward timely solutions in alignment with established service levels. The position is onsite and plays a key part in logging, tracking, and resolving service requests while escalating when necessary.

Below is a structured overview of the role, responsibilities, and qualifications as defined for this opportunity.

Responsibilities

• Provide 24x7x365 coverage for all Tier I customer-related issues.
• Receive and initiate resolution of IT service requests via telephone, chat, or email, then guide users through initial steps.
• Log a service ticket for every customer interaction, regardless of contact channel.
• Diagnose, triage, and resolve issues over the phone and/or through remote access.
• Escalate incidents reported by WMATA VIP users in accordance with policy.
• Identify and report critical incidents that meet WMATA criteria to the designated incident management team; release of this criterion requires a Non-Disclosure Agreement.
• Escalate to other support teams when issues cannot be resolved within the Service Level Agreement (SLA).
• Escalate when an issue requires higher technical expertise.
• Ensure trouble tickets are addressed promptly in line with WMATA SLAs.
• Identify trends in trouble tickets, escalate identified problems to supervisory staff, and participate in problem management to ensure timely resolution.
• Document service-related issues and proposed resolutions for inclusion in the ITCS knowledge base.
• Manage incidents, problems, and service requests using the standard ITSM ticket system (for example CA Service Delivery).

Requirements

• High school diploma or GED (minimum).
• 0–1 year of IT experience with basic technical competency.
• Basic understanding of computer hardware (desktops, laptops, peripherals).
• Familiarity with operating systems, with Windows being the most common.
• Software installation and uninstallation experience.
• Ability to perform password resets and troubleshoot network connectivity issues.
• Experience addressing printer issues and basic Microsoft 365 applications (Outlook, Word, Teams, OneDrive).
• Proficiency with web browsers and VPN clients.
• Strong communication skills with the ability to explain technical concepts in clear terms.
• Patience, professionalism, and a problem-solving mindset.
• Attention to detail and the ability to follow standard operating procedures (SOPs).
• Organizational skills and the ability to document tickets clearly.

Technologies

• Windows
• Microsoft 365
• CA Service Delivery
• Web browsers
• VPN clients

Preferred Qualifications

• CompTIA A+ certification
• CompTIA IT Fundamentals (ITF+)
• Microsoft 365 Certified: Fundamentals
• HDI Customer Service Representative

Our Profile

NuAxis Innovations is an IT company with a people-centered mission for federal IT operations. Our technologists strive to support federal clients and close gaps where programs previously aimed at tools rather than the people who use them. Learn More. NuAxis is an Equal Opportunity Employer.