Senior Help Desk Specialist

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
Senior Help Desk Specialist for a Full-Time position.

The CSC Senior Help Desk Specialist provides remote phone, email, chat, IT operational, and application support in a high-volume enterprise help desk environment. This position supports Federal Government systems, business applications, endpoint technologies, user accounts, connectivity, and standard workplace tools by creating, tracking, troubleshooting, resolving, and escalating incidents and service requests in accordance with established Service Level Agreements (SLAs). The Senior Help Desk Specialist also serves as a senior technical and operational resource for help desk workflow coordination, supports communication of approved tasks and priorities, and helps reinforce consistent execution of service desk procedures across the team.

• Provide Tier 1 help desk support to end users through phone, email, chat, and other approved support channels.
• Create, manage, track, troubleshoot, document, resolve, or elevate IT, application, access, hardware, software, and service-related incidents and requests.
• Support common IT issues involving user accounts, password resets, VPN connectivity, Microsoft 365 tools, Windows workstations, printers, network drives, mobile devices, and approved business applications.
• ccurately capture issue details, categorize and prioritize tickets, document troubleshooting steps, and provide timely customer status updates.
• Research customer issues, clarify request details, apply available knowledge articles, and provide accurate guidance or resolution.
• Escalate unresolved issues to the appropriate technical support team while maintaining clear documentation throughout the request lifecycle.
• Serve as a senior technical and operational resource for Help Desk Specialists, supporting ticket prioritization, escalation decisions, shift coordination, customer‑impacting issues, and consistent application of service desk procedures.
• Assist service desk leadership in communicating approved operational priorities, coordinating queue activities, managing outage communications, supporting surge activities, and following up on assigned actions as directed.
• Provide informal technical guidance to Help Desk Specialists by reinforcing standard operating procedures, knowledge article usage, documentation quality, escalation criteria, and customer service expectations.
• Support knowledge management by creating, updating, and retiring help desk documentation and identifying recurring incidents or problem trends for escalation to service desk leadership or the appropriate technical team, as needed.

• Associate's degree in a related discipline and at least three (3) years of related customer service, help desk, service desk, technical support, or end‑user support experience; OR
• High school diploma or equivalent and at least five (5) years of related customer service, help desk, service desk, technical support, or end‑user support experience with a relevant technical or help desk/service desk certification.
• Working knowledge of help desk ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
• Demonstrated ability to coordinate daily…