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Tier II Service Desk Specialist

3 months ago

Denver, Colorado, United States NuAxis Innovations Full time

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose. Grow with us As a growing business, every NuAxis Innovations employee impacts the success and direction of this company.

We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge.

At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community.

We are currently seeking a talented and motivated Tier II Service Desk Specialist for a Full-Time position in Denver, CO.


Job Summary:
The Tier II Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

The Tier II Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times.

The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems.

Must contribute to deliverables and performance metrics where applicable.

Essential Functions:
Responds to and diagnoses problems through discussion with users and hands-on assistance.
Provides on-site support to end-users on a variety of issues.

During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.

Identifies, researches, and resolves technical problems.
Responds to tickets assigned by Tier 1.

Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.

Documents, tracks, and monitors tickets to ensure a timely resolution.
Provides second-tier support to users' applications or hardware issues.

Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Performs Moves, Adds, and Changes (MAC)

Support-Incident Management:
Provide impact- and priority-based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible:

Escalate tickets based on expertise and appropriate group membership.
Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours
Monitor voicemails and emails left for the SD.
Log Incidents and Service Requests into the ITSM.

Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times.

Track Incident from the first report to remediation.
Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.

Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved.

Escalate tickets as required by the applicable Service Level Agreements (SLAs)

Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored.

Follow-up on resolved Incidents to check the quality, get customer concurrence of incident closure, and report customer satisfaction.
Work with Operational and other teams to ensure final summary and review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages and submitted in writing to governmentmanagement

Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known to error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.

Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Users.

Ensure non-IT requests are properly routed to appropriate support organizations.

Ticket Updates:
Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:

Update tickets by adding work log information as required by the applicable SLAs.
Monitor status of all open tickets and escalate as required.
Coordinate resolution with other internal and external teams, as appropriate.
Check the assigned tickets queue on a regular basis throughout the NWH.
Provide advice and guidance to the Users regarding restoration of interrupted service.
Verify ticket resolution with the User.
Provide advice and guidance to Users regarding restoration of interrupted service.

Ticket Closure:

No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored.

When an issue is resolved, change the status of the ticket to "Resolved". Follow up periodically to verify the service meets client expectations; close when completed.

Incident Handling and Management:
Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.

Problem Handling and Management:

Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidents.

When such a cause is determined, create a Problem ticket and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.

Education/Certification:
Must have (or be willing to obtain within 90 days as a condition of employment):

Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or later.
Certifications in ITILv4 Foundations
Help Desk Institute's HDI certification.
Customer Service Representative Certification

Experience:
At least 2 years of current experience in participating in a desk-side support environment.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now

Our Profile:
We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.

Time after time, programs failed because the focus was on the tools and products and not the people using them.

Learn More. NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture

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