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# Mid-Level Helpdesk Analyst

- **Company:** NuAxis Innovations
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Application Portfolio Management, Confluence, JIRA, Microsoft Outlook, CompTIA Network+, Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), Windows Remote Assistance, Azure Active Directory, Microsoft SharePoint, Os Ticket, Information Technology, Multiplatform, User Administration, Servicenow
- **Published:** October 9, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9229749/mid-level-helpdesk-analyst

## About the Role

· 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

## Description

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.