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Senior Help Desk Specialist

NuAxis Innovations Washington, DC

Washington, DC

Today

Full time Senior Active Directory Application Support

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Job Description

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.

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