Tier I Service Desk Specialist Security Clearance

Position: Tier I Service Desk Specialist with Security Clearance
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 Tier I Service Desk Specialist for a Full-Time position.

Job Summary:

The Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under supervision.

Essential Functions:

Manage incidents, Problems, and Service Requests. Use government-standard implementation of Service Now ITSM for handling tickets. Ticket Creation and Handling:
Receive calls made to a single phone number (provided by the government), via email, via fax or contacting on-site support personnel. Future possibilities include the use of a self-service portal, live chat and texting.
* Accept all methods of contact and respond in a manner that meets the applicable SLA.
* In addition to creating tickets in response to User requests, support tickets created in response to automated alerts and outage/Incident information received from external and internal organizations, such as server support groups, external WAN providers, application support groups, and other government-authorized organizations.
* Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM. Support-Incident Management:
Provide impact- and priority- based Incident categorization in order to track 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 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 contacts 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 quality, get customer concurrence of incident closure, and to report customer satisfaction
* Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to government management
* Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents
* Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request work flows, 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,…