Senior Help Desk Support Specialist at NuAxis Innovations

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 Senior Help Desk Support Specialist for a Full-Time position.

Job Overview:

We are seeking a Senior Help Desk Support Specialist to join our team and provide exceptional technical support to end users. The ideal candidate will be responsible for overseeing the day-to-day operations of the service desk, ensuring timely resolution of support requests, and maintaining accurate documentation of incidents and resolutions. The Senior Help Desk Support Specialist will work closely with a dedicated team lead and collaborate with various stakeholders to deliver high-quality support services.

Key Responsibilities:

• Ensure responsiveness to end-user problems by overseeing the service desk operations.
• Develop a communications plan for disseminating information to customers and gathering feedback systematically.
• Appoint and manage a dedicated team lead to oversee day-to-day operations and monitor reported problems.
• Record all calls and support requests in the Service Desk Ticketing system, ensuring accurate documentation of customer contact information and issues.
• Accept, troubleshoot, triage, and prioritize all support requests, and collect, document, and store information in the knowledge database.
• Research technical documentation, determine urgency, provide instructions to users, and either resolve the issue or escalate it as necessary.
• Monitor escalated tickets to ensure resolution according to defined Service Level Agreements (SLAs) and escalate unresolved issues as needed.
• Assist in maintaining and updating service desk technical reference information, support communications, and the Knowledge Management database.
• Notify the government team lead of outdated data and coordinate the updating of documentation.
• Make efforts to resolve issues at the time of ticket acknowledgment, escalating only when necessary, as per internal policies and procedures.
• Log and assign priorities for unresolved requests based on defined criteria.
• Adhere to IT Service Management (ITSM) operating procedures and existing service level agreements.
• Review and escalate negative customer complaints with full ticketing information to the Contracting Officer Representative (COR).
• Adjust workloads and attend project meetings and training sessions for new products, applications, and system changes.
• Provide monthly service level metrics reporting as agreed upon with the Task Supervisor and COR.
• Analyze, document, and monitor Tier 1 and 2 incidents, providing reports to the Federal Manager within 15 minutes of identification, including timeframes and escalation details.

Qualifications:

• 5-7 years of professional experience in a help desk support role.
• Experience with Service Desk Ticketing systems.
• Strong knowledge of ITIL principles and IT Service Management processes.
• Excellent communication and interpersonal skills.
• Ability to work well in a team environment and collaborate with various stakeholders.
• Strong analytical and problem-solving abilities.
• CompTIA A+ certification is required.

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