What are the responsibilities and job description for the Tier I Service Desk Specialist position at Jobs via Dice?
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 I Service Desk Specialist for a Full-Time position.
Job Summary:
The Tier I Service Desk Specialist provides first-line technical and administrative support to federal end users in a fast-paced, mission-critical environment. This role handles incident intake, service requests, account support, and basic troubleshooting while ensuring all activities meet ITIL-based service management, SLA requirements, and federal security standards.
Key Responsibilities
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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
#NAI #DICE
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 I Service Desk Specialist for a Full-Time position.
Job Summary:
The Tier I Service Desk Specialist provides first-line technical and administrative support to federal end users in a fast-paced, mission-critical environment. This role handles incident intake, service requests, account support, and basic troubleshooting while ensuring all activities meet ITIL-based service management, SLA requirements, and federal security standards.
Key Responsibilities
- Service Desk & User Support
- Serve as the first point of contact via phone, email, walk-in, and self-service channels
- Log, categorize, prioritize, and track Incidents, Service Requests, and Problems in the ITSM tool
- Perform initial diagnosis and resolve Tier I issues; escalate unresolved issues per SLA
- Provide account administration support (password resets, MFA/token support, access issues)
- Support end users with workstation, email, and approved enterprise applications
- Use remote support tools to assist users and provide warm handoff escalations
- Incident & Request Management
- Ensure accurate documentation and lifecycle tracking of all tickets
- Associate Incidents to Problems and contribute to Known Error Database (KEDB) updates
- Monitor ticket queues, voicemails, and email requests to ensure SLA compliance
- Communicate outages and maintenance updates using government-approved channels
- Verify resolution with users prior to ticket closure and capture customer satisfaction
- Asset & Configuration Support
- Manage walk-in equipment check-in/check-out and shared asset tracking
- Assist with IT asset inventory, lifecycle updates, and CMDB notifications
- Support disposal and transfer of obsolete equipment per government direction
- Reporting & Continuous Improvement
- Contribute to daily, weekly, and monthly operational reports
- Identify trends and recurring issues to support problem management and service improvement
- Accessibility & Collaboration Support
- Assist users with accessibility tools (e.g., Windows Ease of Access, screen readers)
- Provide basic support for collaboration platforms (e.g., Teams, WebEx, Zoom) including scheduling and usage guidance
- 1-3 years of experience in an IT Service Desk, Help Desk, or Customer Support role
- Working knowledge of ITSM tools (e.g., Remedy, ServiceNow, or equivalent)
- Familiarity with ITIL-based incident, problem, and request management
- Experience supporting Windows environments and Microsoft 365 applications
- Strong customer service, communication, and documentation skills
- Ability to follow structured processes in a regulated federal environment
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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
#NAI #DICE