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Help Desk Specialist I

3 months ago

Washington DC, 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 Help Desk Specialist I for a Full-Time position.

Job Summary:

The Help Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under supervision. The Tier I team serves as primary IT Customer Support interface between WMATA IT departments and all WMATA end users.

Essential Functions:

Tier I customer activities include but are not limited to:
Provide 24x7x365 coverage for all Tier I customer-related issues.
Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
Escalate issues reported by WMATA's VIPs
Report critical issues, which fall under WMAT A's critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NOA) required to release this criterion.
Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
Escalate to other support entities when issue requires a higher level of technical skills.
Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA ­designated SLAs.
Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion.
Document service-related issues and proposed resolutions for inclusion in the ITCS knowledge base.
Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use standard ITSM ticket system (example CA Service Delivery) for handling tickets.
Ticket Creation and Handling, Support-Incident Management, Initial Telephone Call Handling, Initial Email Handling, Initial Fax Handling, Critical Events Handling, Ticket Updates, Ticket Closure, Incident Handling and Management, Problem Handling and
Management, Request Fulfillment (Service Request) Management, Ticket Ownership, User Notification, Remote Desktop Management, Application Support, Assistive Technology User Support

Requirements:

Must have (or be willing to obtain as a condition of employment):
Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007, 2010 or later.

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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