Help Desk Specialist II
Company: NuAxis Innovations
Location: Washington
Posted on: May 28, 2023
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Job Description:
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 comprises
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. #NAI #Dice
PDN-9937579b-bcb4-4a8f-a183-62e4778e239e
Keywords: NuAxis Innovations, Washington DC , Help Desk Specialist II, Other , Washington, DC
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