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2d ago

Senior Help Desk Specialist

NuAxis Innovations Washington, DC

Washington, DC

2d ago

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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9d ago

Help Desk Technician I

AMERICAN SYSTEMS Quantico, VA

Quantico, VA

9d ago

$50k - $60k/yr Full time Active Directory Application Support End User Support

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Job Description

Help Desk Technician I provides first-level technical support and troubleshooting for end-user systems, applications, and cloud services in an onsite environment.

Responsibilities

Log help desk requests, create trouble tickets, and record resolution actions and time
Provide request status updates to the Government
Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems
Troubleshoot and resolve standard end-user device application and configuration issues via telephone, remote control, and at user locations (including operating systems)
Maintain and support end-user device operating system and application software
Apply configuration changes, service packs, patches, updates, security fixes, and virus definition updates on end-user devices
Troubleshoot and resolve user issues with cloud-based services such as Google Workspace and Microsoft Office365
Perform troubleshooting for software baseline applications and E-Mail problems
Coordinate standard system image configuration changes with the SCCM Image Team
Install, configure, and maintain authorized client applications and software baselines on end-user devices
Perform minor hardware repair and replacements on government authorized computer systems
Create and update documentation for technical processes
Assist with installing/testing of system software or hardware configurations and coordinate documentation of hardware and software changes
Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests
Assist in preparation of technical documentation and configuration of change requests
May assist with MCU content management responsibilities as needed

Requirements

U.S. Citizenship required
Must hold an active DoD Interim Secret or Secret Clearance
At least 1 year of demonstrated help desk, desk side, or similar technical support experience
Must be compliant with DOD 8570 IAT Level II certification requirements at hire (example: CompTIA Security+ CE with enrollment in the Continuing Education (CE) program)
Experience with Microsoft Office Outlook, Excel, and Word
Experience with ticketing systems such as Remedy, ServiceNow, Connectwise, Jira, etc.
Experience with Active Directory, Windows devices, and Windows Operating Systems (OS)
Excellent interpersonal and communication skills (written and oral)
Strong team player; self-assured, confident, and goal oriented
Ability to organize and manage multiple priorities and delegate effectively
Ability to solve problems and translate policies into daily routine operations
Keen attention to detail
Weekend or after-hours support may be required on occasion

Location

Quantico, VA 22134 (onsite)

Compensation

USD 50,000 - 60,000 per year

Technologies

Active Directory
Windows devices
Windows Operating Systems (OS)
Microsoft Office Outlook, Excel, Word
Remedy, ServiceNow, Connectwise, Jira
Google Workspace
Microsoft Office365
SCCM
CompTIA Security+ CE
Enterprise Service Desk
MCU

EEO statement: EEO Race/Sex/Disability Status/Veteran Status

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Service Management Tools Support Jobs

Senior Help Desk Specialist

Help Desk Technician I

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