Help Desk Specialist I

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 Specialist I s 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 the supervision and serves as the primary IT Customer Support interface between WMATA IT departments and all WMATA end-users

Essential Functions

The Help Desk Specialist's 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, or e-mail.
• Log service tickets for every customer interaction regardless of the mode of communication (email, phone, 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 WMATA's critical incident criteria to the designated incident management team. A 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 an 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...