What are the responsibilities and job description for the Senior Help Desk Specialist position 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 Senior Help Desk Specialist for a Full-Time position.
Job Summary
The CSC Senior Help Desk Specialist provides remote phone, email, chat, IT operational, and application support in a high-volume enterprise help desk environment. This position supports Federal Government systems, business applications, endpoint technologies, user accounts, connectivity, and standard workplace tools by creating, tracking, troubleshooting, resolving, and escalating incidents and service requests in accordance with established Service Level Agreements (SLAs). The Senior Help Desk Specialist also serves as a senior technical and operational resource for help desk workflow coordination, supports communication of approved tasks and priorities, and helps reinforce consistent execution of service desk procedures across the team.
Essential Functions
Provide Tier 1 help desk support to end users through phone, email, chat, and other approved support channels.
Create, manage, track, troubleshoot, document, resolve, or escalate IT, application, access, hardware, software, and service-related incidents and requests.
Support common IT issues involving user accounts, password resets, VPN connectivity, Microsoft 365 tools, Windows workstations, printers, network drives, mobile devices, and approved business applications.
ccurately capture issue details, categorize and prioritize tickets, document troubleshooting steps, and provide timely customer status updates.
Research customer issues, clarify request details, apply available knowledge articles, and provide accurate guidance or resolution.
Escalate unresolved issues to the appropriate technical support team while maintaining clear documentation throughout the request lifecycle.
Serve as a senior technical and operational resource for Help Desk Specialists, supporting ticket prioritization, escalation decisions, shift coordination, customer-impacting issues, and consistent application of service desk procedures.
Assist service desk leadership in communicating approved operational priorities, coordinating queue activities, managing outage communications, supporting surge activities, and following up on assigned actions as directed.
Provide informal technical guidance to Help Desk Specialists by reinforcing standard operating procedures, knowledge article usage, documentation quality, escalation criteria, and customer service expectations.
Support knowledge management by creating, updating, and retiring help desk documentation and identifying recurring incidents or problem trends for escalation to service desk leadership or the appropriate technical team, as needed.
Required Qualifications
Associate's degree in a related discipline and at least three (3) years of related customer service, help desk, service desk, technical support, or end-user support experience; OR
High school diploma or equivalent and at least five (5) years of related customer service, help desk, service desk, technical support, or end-user support experience with a relevant technical or help desk/service desk certification.
Working knowledge of help desk ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
Demonstrated ability to coordinate daily operational priorities, communicate task direction clearly, and support team execution in alignment with leadership guidance.
Ability to troubleshoot common IT support issues involving accounts, access, applications, connectivity, hardware, software, and workstation tools.
Strong customer service, active listening, critical thinking, problem-solving, written communication, and verbal communication skills.
Ability to work in a high-volume help desk environment while meeting SLAs and maintaining accurate ticket documentation.
Preferred Qualifications
Relevant IT training, technical coursework, industry-recognized IT or help desk/service desk certification, or equivalent hands-on support experience.
Experience in an IT Help Desk, Service Desk, technical support, application support, or enterprise end-user support environment.
Enterprise ticketing or ITSM experience; BMC Remedy Service Management experience preferred.
Experience supporting Active Directory, account permissions, VPN connectivity, remote support tools, Microsoft 365, Windows 11, mobile devices, web browsers, printers, network drives, and standard workstation software.
Experience using knowledge articles, standard operating procedures, and documented troubleshooting workflows to support first-contact resolution.
Self-starter with the ability to learn quickly, use available resources, and adapt to changing help desk priorities.
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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!