Help Desk Specialist II

　　Location Washington, DC

　　# of openings 1

　　Salary Range (Min-Max) 00

　　We’re going places, hop on board.

　　Our value is in our employees – smart, passionate, and fun people.

　　Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. 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

　　Essential Functions:

　　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 within MEMC. Tier II resources supporting this function must have a strong understanding of all layers of the OSI model, network devices and enterprise monitoring tools. Strong server and data communications background is a must

　　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. The program includes but not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed

　　Support computer and peripheral moves for customers moving offices or cubicles to new locationsll

　　Provide special services that include on-site moves, Endpoint hardware setup and support, and projector support and installation, site and station manager 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 a 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 problem

　　Simulates or recreates user problems to resolve operating difficulties.

　　Recommends systems modifications to reduce user problems.

　　Performs Moves, Adds and Changes (MAC)

　　Travel is required, up to 50%. Selectee 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

　　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:

　　NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state-of-the-art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.

　　High technology small business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years.

　　NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment contingent upon successful completion of a background investigation.

　　At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balance. NuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefits. More specific information on benefits eligibility will be provided as part of the interview process.

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