What are the responsibilities and job description for the Tier II Service Desk Specialist position at NuAxis Innovations LLC?
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. 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 Tier II Service Desk Specialist 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 must operate with appreciable latitude in developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.
Essential Functions:
- 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)
Education/Certification:
The ability to obtain at least one (1) of the following:
- Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or later
- Certifications in ITIL v3 Foundations
- Help Desk Institute's HDA* certification
- Customer Service Representative Certification
Knowledge Requirements:
- Must have at least 2 years of current experience in participating in a desk-side support environment.
- Must also have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist for Office 2007 or later Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certifications is required.
Experience:
At least 2 years of current experience in participating in a desk-side support environment.
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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/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
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