Help Desk Specialist Ii - Washington, United States - NuAxis Innovations

NuAxis Innovations

Verified Company

Washington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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
Help Desk Specialist II for a Full-Time position.

Job Summary:

Essential Functions:

Provide onsite deskside and remote technical support. The onsite support may require local travel
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 onsite 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 onsite support to end users on a variety of issues
Identifies, researches, and resolves technical problems.
Responds to tickets assigned by Tier
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.
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 onsite 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 201

Office 36
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

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

NAI #DICE