Mid-Level Helpdesk Analyst

Provides end-user support, ticket resolution, documentation, and knowledge base maintenance across the supported application portfolio. Key Responsibilities

· Receive, triage, and resolve user support requests within defined service level targets.

· Troubleshoot application, access, and configuration issues across multiple platforms.

· Escalate complex issues to platform teams with complete diagnostic detail.

· Maintain accurate ticket records, resolution notes, and trend reporting.

· Author and maintain knowledge base articles and self-service guidance.

· Support user onboarding, account provisioning, and access requests.

· Minimum Education: Associate’s degree in Information Technology or a related field; OR high school diploma plus two (2) additional years of relevant experience.

· Minimum Experience: Three (3) to five (5) years of IT help desk or end-user support experience.

· Certifications - Required: None.

· Certifications - Obtainable After Hire: CompTIA A+ or ITIL 4 Foundation, within 90 days of assignment.

· Certifications - Preferred: HDI Support Center Analyst; Microsoft 365 Certified: Fundamentals; CompTIA Network+.

· Required Skills: Customer service; troubleshooting; ticketing systems; documentation; knowledge base management; multi-platform support.

· Preferred Skills: Federal sector experience; experience supporting the platforms covered under this effort; ITIL service management practices. Technical Environment

ServiceNow or Jira Service Management ticketing; Active Directory and Microsoft Entra ID account administration; Microsoft 365 admin center; Microsoft Teams and Outlook; Windows 10/11 desktop support; remote assistance tooling; VPN and multifactor authentication support; Confluence or SharePoint knowledge base

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 Mid-Level Helpdesk Analyst for a Full-Time position., NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!