Help Desk Specialist I

The Help 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. The Tier I team serves as primary IT Customer Support interface between WMATA IT departments and all WMATA end users. Essential Functions:

• Tier I customer activities include but are not limited to:
• Provide 24x7x365 coverage for all Tier I customer-related issues.
• Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
• Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalating issues reported by WMATA’s VIPs
• Report critical issues, which fall under WMAT A’s critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NOA) required to release this criterion.
• Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
• Escalate to other support entities when an issue requires a higher level of technical skills.
• Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA designated SLAs.
• Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion.
• Document service-related issues and proposed resolutions for inclusion in the ITCS knowledgebase.
• Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use the standard ITSM ticket system (for example CA Service Delivery) for handling tickets.
• Ticket Creation and Handling, Support-Incident Management, Initial Telephone Call Handling, Initial Email Handling, Initial Fax Handling, Critical Events Handling, Ticket Updates, Ticket Closure, Incident Handling and Management, Problem Handling and Management, Request Fulfillment (Service Request) Management, Ticket Ownership, User Notification, Remote Desktop Management, Application Support, Assistive Technology User Support

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Help Desk Specialist I s for a Full-Time position., * Must have (or be willing to obtain as a condition of employment):

• Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007, 2010 or later.

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.