Tier I Service Desk Specialist

NuAxis Innovations • Full-time • Washington, District of Columbia, United States • $49.72k - $68.41k / year • 2m ago

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

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

Required Qualifications

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

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!

#NAI #DICE