Help Desk Specialist

Salary: $92,000 - 132,000 per year Requirements: Expertise in handling multiple complex assignments, using originality and innovation to determine how to complete work. Strong understanding of all layers of the OSI model, network devices, and enterprise monitoring tools; a strong server and data communications background is required for infrastructure monitoring support. Knowledge of Microsoft network or enterprise support, Active Directory, Microsoft Office 2010, Office 2013 and Office 365, BlackBerry MaaS360, NetIQ Directory Resource Administrator (DRA), Systems Center Configuration Manager (SCCM), Cisco AnyConnect, Citrix XenDesktop, Junos Pulse, NetScreen VPN, and BMC Remedy 7.5 or 8.1 modules for incident management, knowledge repository, service requests, problem management, and service levels. Microsoft Office Specialist certification for Office 2007 or later, or the ability to obtain it within 60 days of hire. One of the following certifications: ITIL v3 Foundations, Help Desk Institute HDA or CSR, or another IT industry certification. Ability to travel up to 50% and drive a personal vehicle to nearby government locations, potentially up to four hours away; travel expenses will be reimbursed. Employment is contingent upon successful completion of a background investigation. Responsibilities: Provide onsite desk-side and remote technical support, including local travel as needed. Receive and manage customer IT service requests by telephone, fax, email, or walk-in, and create a service ticket for every interaction. Monitor infrastructure and manage critical events for MEMC; proactively identify and escalate issues in WMATA environments using established processes and enterprise monitoring tools. Troubleshoot and triage service requests in person or through remote access, resolve tickets or escalate them to other support teams within SLA requirements. Support WMATAs PC Refresh Program by replacing computers, migrating data and settings, scheduling customer appointments, conducting quality-assurance surveys, and completing related administrative tasks. Assist customers with computer and peripheral moves, office relocations, endpoint hardware setup and support, projector installation and support, and site and station manager kiosk support. Image endpoint devices and diagnose user problems through discussion and hands-on assistance. Respond to Tier 1-assigned tickets, provide second-tier application and hardware support, and keep assigned tickets documented, updated, monitored, and progressing toward timely resolution within SLA targets. Coordinate with network services, software systems engineering, and application development teams to restore service and identify or correct underlying problems. Recreate user issues to resolve operating difficulties and recommend system changes that may reduce recurring problems. Perform Moves, Adds, and Changes (MAC). Follow published SOPs and KBAs, contribute to deliverables and performance metrics where applicable, and develop methods or present solutions for additional issues as needed. Support Tier I during periods of increased demand, including high call volumes, when Tier II resources are reassigned. Technologies: Active Directory Citrix Cisco Hardware Incident Management Support ITIL Network Office 365 VPN More: We are NuAxis, a federal IT company focused on making customer experience central to government solutions. We bring together technologists with a people-first outlook and value teamwork, mutual support, and employee well-being. We are hiring a full-time Help Desk Specialist II to support WMATA and MEMC environments. The role may involve providing Tier I assistance during demand surges. We are an equal opportunity employer. last updated 39 week of 2026