Help Desk Support Service Specialist

2 weeks ago

Reston, United States NuAxis Innovations LLC 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. We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers, and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. We believe happy employees do amazing work, so join our team NOW We are currently seeking a talented and motivated Help Desk Support Service Specialist - Senior for a Full-Time position. Key Responsibilities: * Serve as a senior point of contact for all IT-related inquiries, incidents, and service requests, providing timely and effective resolution to technical issues. * Mentor and coach junior help desk staff, providing guidance, training, and support to enhance their technical skills and customer service capabilities. * Take ownership of escalated issues, ensuring timely resolution and effective communication with end-users, stakeholders, and other IT teams. * Investigate and troubleshoot complex technical issues across a range of IT systems and applications, utilizing advanced diagnostic tools and methodologies. * Collaborate with cross-functional teams to identify root causes of recurring issues and implement permanent fixes or workarounds to prevent future occurrences. * Contribute to the development and maintenance of knowledge base articles, documentation, and training materials to support self-service and improve overall service efficiency. * Participate in on-call rotation and provide after-hours support as required to meet business needs. Requirements: * CompTIA A+ Certification * Bachelor's degree in Information Technology, Computer Science, or related field. * Minimum of 7 years of experience in a help desk or service desk role, with demonstrated progression to senior-level responsibilities. * Extensive knowledge of ITIL framework and best practices for IT service management. * Strong technical proficiency in troubleshooting and supporting Windows and Mac operating systems, Microsoft Office Suite, Active Directory, and other common enterprise applications. * Experience with remote support tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy). * Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users. * Proven leadership abilities, with experience mentoring junior staff and leading small teams. * Exceptional customer service orientation and a passion for delivering high-quality support experiences. Preferred Qualifications: * ITIL Foundation IV certification or higher. * Experience working in a fast-paced, enterprise-level IT environment. * Knowledge of IT security best practices and compliance standards (e.g., NIST, FISMA). * Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure). * Relevant certifications such as Network+, Security+, or Microsoft Certified IT Professional (MCITP), and HDI Certifications. 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 #NAI #DICE

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