Tier I Service Desk Specialist

Tier I Service Desk SpecialistLocation Washington, DC# of openings 5Salary Range (Min-Max) 00We’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 Tier I Service Desk Specialist for a Full-Time position.Job Summary:Location: Open to remote work. Anywhere in the US.

Timings: This is a 24/7/365 environment. The selected candidate must be able to work the 1st, 2nd or 3rd shift in the Eastern Time Zone.

The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision of the Help Desk Supervisor.Administrative Essential Functions:Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM.

Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities.

Reset account passwords, security tokens, PINs, and other administrative account management support activities as needed.

All work will be contained and documented in the agency's ServiceNow ticketing system.

Service Desk Essential Functions:Manage incidents, Problems, and Service Requests. Use ServiceNow for creating and handling tickets for Incidents and Requests.Ticket Creation and Handling: Receive calls made to a single phone number via email or via the self-service portal.Future possibilities include the use of live chat and texting.

Accept all methods of contact and respond in a manner that meets the applicable SLA.

Support-Incident Management: Provide impact- and priority-based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible:Escalate tickets based on expertise and appropriate group membership

Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours

Monitor voicemails and emails left for the SD

Log Incidents and Service Requests into the ITSM.

Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from the first report to remediation

Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.

Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved

Escalate tickets as required by the applicable Service Level Agreements (SLAs)

Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored

Follow-up on resolved Incidents to check the quality, get customer concurrence of incident closure, and report customer satisfaction

Work with Operational and other teams to ensure the final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all significant Incidents and unplanned service outages and submitted in writing to government management

Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Users

Ensure non-IT requests are properly routed to appropriate support organizations.

Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours. Accept Users' requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel:Provide live telephone coverage during NWH of service via the call distribution system

Answer calls in the order they are received in accordance with applicable SLAs

Greet the customer

Verify or update the User's contact information

Identify the nature of the Incident and correctly classify it

Record any additional information into the ticketing system

Assign ticket priority based on severity level matrix

Provide the User with a ticket number.

Initial Email and Self-Service Ticket Handling: Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs:Continuously monitor the SD email queue for new requests

Create tickets in a manner that meets and/or exceeds applicable SLA

Verify information with the end-user, as required

Provide the User with a ticket number.

Critical Events Handling:Establish means to accept these events and to track them via ITSM tickets

Manage resolution process in a manner that meets and/or exceeds applicable SLA

Make information about these critical events available to all SD agents for real-time reference

Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:Update tickets by adding work log information as required by the applicable SLAs

Monitor status of all open tickets and escalate as required

Coordinate resolution with other internal and external teams, as appropriate

Check the assigned tickets queue on regular basis throughout the NWH

Provide advice and guidance to the Users regarding restoration of interrupted service

Verify ticket resolution with the User

Provide advice and guidance to Users regarding restoration of interrupted service

Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change the status of the ticket to "Resolved." Follow up periodically to verify the service meets client expectations; close when completed.Incident Handling and Management: Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.Problem Handling and Management: Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket, and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.Request Fulfillment (Service Request) Management: Receive requests from a variety of sources, including User or technician telephone call and voicemail, User or technician email, and User or technician walk-in:Log and track requests for IT components and services

Log Service Requests into the ITSM and track their resolution.

Monitor processes that coordinate the delivery of IT assets directly to customers and office equipment custodians.

Ticket Ownership: Assume responsibility for Incident and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as Bomgar.Application Support: Assist Users with configuration, troubleshooting, and answering "how-to" questions related to the usage of standard and other approved applications.Assistive Technology User Support: Assist Users with using assistive technology tools, such as Windows' Ease of Use and Jaws.Proficiencies:ServiceNow ticketing system

MS Windows 10

MS Office suite, specifically Office365, MS Word, and MS Excel

Dell and Microsoft laptop and tablet hardware knowledge

iPhone configuration and troubleshooting

Superb oral, written, and communication skills essential

Experience & Education Requirements:2+ years of experience

Associate degree (preferred)

A+ ITILv3 or ITILv4 certificate

Other Requirement:Ability to obtain Government Security Clearance

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply nowOur 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 investigationAt 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