Senior Help Desk Specialist

NuAxis Innovations is seeking a Senior Help Desk Specialist to support Federal Government systems from a high-volume, enterprise help desk environment in Washington, DC (onsite). This role handles remote phone, email, and chat help desk interactions while also providing IT operational and application support, with a focus on incident and service request management in line with SLAs.

Role Overview

The CSC Senior Help Desk Specialist creates, tracks, troubleshoots, resolves, and escalates incidents and service requests. As a senior technical and operational resource, you coordinate help desk workflows, ensure consistent service desk procedures, and maintain clear documentation throughout the request lifecycle.

Responsibilities

• Deliver Tier 1 help desk support to end users via phone, email, chat, and other approved channels.
• Create, manage, track, troubleshoot, document, resolve, or escalate IT, application, access, hardware, software, and service-related incidents and requests.
• Support common IT issues involving user accounts, password resets, VPN connectivity, Microsoft 365 tools, Windows workstations, printers, network drives, mobile devices, and approved business applications.
• Capture issue details accurately, categorize and prioritize tickets, document troubleshooting steps, and provide timely customer status updates.
• Research customer issues, clarify request details, apply available knowledge articles, and provide accurate guidance or resolution.
• Escalate unresolved issues to the appropriate technical team while maintaining clear documentation from intake through closure.
• Act as a senior resource for Help Desk Specialists, supporting ticket prioritization, escalation decisions, shift coordination, and handling of customer-impacting issues.
• Support service desk leadership with approved operational priorities, queue coordination, outage communications, surge activities, and follow-up on assigned actions.
• Provide informal technical guidance to Help Desk Specialists by reinforcing standard operating procedures, knowledge article usage, documentation quality, escalation criteria, and customer service expectations.
• Contribute to knowledge management by creating, updating, and retiring help desk documentation, and identifying recurring incident or problem trends for escalation as needed.

Minimum Requirements

• Associate's degree in a related discipline and at least 3 years of related customer service, help desk, service desk, technical support, or end-user support experience; or high school diploma/equivalent and at least 5 years of related experience with a relevant technical or help desk/service desk certification.
• Working knowledge of help desk ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
• Ability to coordinate daily operational priorities, communicate task direction clearly, and support team execution aligned with leadership guidance.
• Ability to troubleshoot common IT support issues involving accounts, access, applications, connectivity, hardware, software, and workstation tools.
• Strong customer service and communication skills, including active listening, critical thinking, problem-solving, and written and verbal communication.
• Capability to work in a high-volume help desk environment while meeting SLAs and maintaining accurate ticket documentation.

Technologies

• Microsoft 365
• Windows workstations
• VPN connectivity
• Windows 11
• Active Directory
• BMC Remedy Service Management
• Web browsers
• Printers
• Network drives
• Mobile devices
• Remote support tools

Preferred Qualifications

• Relevant IT training, technical coursework, industry-recognized IT or help desk/service desk certification, or equivalent hands-on support experience.
• Experience in an IT Help Desk, Service Desk, technical support, application support, or enterprise end-user support environment.
• Enterprise ticketing or ITSM experience; 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.
• Self-starter who can learn quickly, use available resources, and adapt to changing help desk priorities.