NuAxis Innovations
Help Desk Senior Specialist II
NuAxis Innovations, Washington, District of Columbia, us, 20022
Overview
Join to apply for the
Help Desk Senior Specialist II
role 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; its 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 II
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. The Tier II support is involved in resolving complex issues, however, under situations requiring increased workforce at Tier I, such as surges in high call volume, Tier II resource may be partially or fully diverted to Tier I support. 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. Strong understanding of OSI model, network devices, and enterprise monitoring tools; server and data communications background required 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 (replacing old computers, migrating data, scheduling, surveys for QA, and related duties) Support computer and peripheral moves for customers relocating offices or cubicles Provide special services including on-site moves, endpoint hardware setup and support, projector support, and 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 monitors tickets to ensure 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 Qualifications
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 missionto 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
about our Benefits and Culture! NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. #NAI #DICE #J-18808-Ljbffr
Join to apply for the
Help Desk Senior Specialist II
role 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; its 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 II
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. The Tier II support is involved in resolving complex issues, however, under situations requiring increased workforce at Tier I, such as surges in high call volume, Tier II resource may be partially or fully diverted to Tier I support. 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. Strong understanding of OSI model, network devices, and enterprise monitoring tools; server and data communications background required 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 (replacing old computers, migrating data, scheduling, surveys for QA, and related duties) Support computer and peripheral moves for customers relocating offices or cubicles Provide special services including on-site moves, endpoint hardware setup and support, projector support, and 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 monitors tickets to ensure 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 Qualifications
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 missionto 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
about our Benefits and Culture! NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. #NAI #DICE #J-18808-Ljbffr