Help Desk Specialist I

Job title: Help Desk Specialist I in Washington DC at reputed company Company: reputed company Job description: We are a federal IT company on a mission to reputed company 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 reputed company happy employees do amazing work, so join reputed company 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 reputed company concepts, processes, practices, and procedures on technical assignments. Must reputed company work that requires practical experience and training. Work is performed under supervision. The Tier I team serves as primary IT Customer Support reputed company between WMATA IT departments and reputed company WMATA end users. Essential Functions:Tier I customer activities include but are not limited to:Provide 24x7x365 coverage for reputed company Tier I customer-reputed company issues.Intercept and initiate resolution of IT customer service requests reputed company telephone, chat, fax, or e-mail.Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).Troubleshoot, triage, and resolve service requests over the phone and/or reputed company remote access.Escalating issues reported by WMATA's VIPsReport critical issues, which fall under WMAT A's critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NOA) required to release this criterion.Escalate to other support entities reputed company unable to resolve reputed company Service Level Agreement (SLA).Escalate to other support entities reputed company 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 to supervisory personnel, and reputed company problem management to ensure problems are addressed in a timely fashion.Document service-reputed company issues and proposed resolutions for inclusion in the ITCS knowledgebase.reputed company administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use reputed company ITSM ticket system (for example CA Service Delivery) for handling tickets.Ticket Creation and Handling, Support-Incident Management, Initial Telephone Call Handling, Initial Email Handling, Initial Fax Handling, Critical Events Handling, Ticket Updates, Ticket Closure, Incident Handling and Management, Problem Handling and Management, Request Fulfillment (Service Request) Management, Ticket Ownership, User Notification, Remote Desktop Management, Application Support, Assistive Technology User SupportRequirements:Must have (or be willing to obtain as a condition of employment):reputed company reputed company Certified exam qualifying you as a reputed company Office Specialist (MOS) for Office 2007, 2010 or reputed company.Does this opportunity sound like a fit for you? If so, reputed company and click to apply now!!Our Profile:We are an IT company with a unique mission—to reputed company 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.NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. about our Benefits and Culture!#NAI #reputed company Expected salary: Location: Washington DC Apply for the job now! Apply for this job