NuAxis Innovations · 1 hour ago
Help Desk Specialist II
Washington, DC
Full-time
Onsite
Entry, Mid Level
2+ years expNuAxis Innovations is a federal IT company focused on enhancing customer experience in government solutions. The Help Desk Specialist II will provide technical support, manage IT service requests, and ensure compliance with service level agreements while contributing to the overall efficiency of the service desk.
CRMGovernmentInformation Technology
Responsibilities
Provide onsite desk-side and remote technical support. The onsite support may require local travel
Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in
Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in)
Provide infrastructure monitoring and critical events management support for MEMC. Proactively identify and escalate issues within WMATA's environments using existing processes and suite of enterprise monitoring tools within MEMC. Tier II resources supporting this function must have a strong understanding of all layers of the OSI model, network devices and enterprise monitoring tools. Strong server and data communications background is a must
Troubleshoot and triage service requests face to face and/or via remote access
Resolve service tickets or escalate to other support entities as needed and within SLA parameters
Support WMATA's PC Refresh Program. The program includes but is not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed
Support computer and peripheral moves for customers moving offices or cubicles to new location
Provide special services that include on-site moves, Endpoint hardware set up and support, and projector support and installation, site and station manager kiosk support
Perform endpoint device imaging
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 monitor 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 problems
Simulates or recreates user problems to resolve operating difficulties
Recommend systems modifications to reduce user problems
Performs Moves, Adds and Changes (MAC)
Travel is required, up to 50%. Selectees 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
Qualification
Required
Microsoft Office Specialist certification for Office 2007 or later (or can obtain within 60 days of hire)
One of the following: ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification
At least 2 years of current experience in participating in a desk-side support environment
Strong understanding of all layers of the OSI model, network devices and enterprise monitoring tools
Strong server and data communications background
Preferred
Knowledge of Microsoft network or enterprise support
Knowledge of Active Directory
Knowledge of Microsoft Office 2010
Knowledge of Office 2013
Knowledge of Office 365
Knowledge of Blackberry
Knowledge of MaaS360
Knowledge of NetIQ Directory Resource Administrator (DRA)
Knowledge of Systems Center Configuration Manager (SCCM)
Knowledge of Cisco AnyConnect
Knowledge of Citrix XenDesktop
Knowledge of Junos Pulse
Knowledge of NetScreen VPN
Knowledge of 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
Company
NuAxis Innovations
NuAxis Innovations is a provider of professional services and IT solutions for federal government and commercial enterprises.
201-500 employees
H1B Sponsorship
NuAxis Innovations has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Raza Latif
CEO
Recent News
2025-09-30
Company data provided by crunchbase