Tier II Service Desk 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. 

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 Tier II Service Desk Specialist for a Full-Time position. 

Job Summary:

The 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 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 and diagnoses problems through discussion with users and hands-on assistance. 
• Provides on-site support to end users on a variety of issues.
• 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 problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC)

Travel is required, up to 50%.  Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support.  Travel will be reimbursed.

Education/Certification:

Required: (or can obtain within 60 days of hire) Microsoft Office Specialist certification for Office 2007 or later.

Required: One of the following.  ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.

Knowledge Requirements:

• Microsoft network or enterprise support 
• Active Directory
• Microsoft Office 2010 
• Office 2013 
• Office 365 
• Blackberry,
• MaaS360
• NetIQ Directory Resource Administrator (DRA) 
• Systems Center Configuration Manager (SCCM) 
• Cisco AnyConnect
• Citrix XenDesktop
• Junos Pulse
• NetScreen VPN
• BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Knowledge Repository (KR), Service Request (SR), Problem Management (PM), and Service Level (SL) modules.

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!

#NAI #DICE