Help Tech Chat Support Jobs in Gaithersburg, MD (NOW HIRING)

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 Help Desk Specialist I s for a Full-Time position.

Job Summary:

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 the supervision and serves as the primary IT Customer Support interface between WMATA IT departments and all WMATA end-users

 Essential Functions:

The Help Desk Specialist's 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, or e-mail.
• Log service tickets for every customer interaction regardless of the mode of communication (email, phone, or chat).
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalate issues reported by WMATA's VIPs
• Report critical issues, which fall under WMATA's critical incident criteria to the designated incident management team. A 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 knowledge base.
• Manage incidents, Problems, and Service Requests. Use standard ITSM ticket system (example CA Service Delivery ) for handling tickets.

Qualifications: 

Education

• High school diploma or GED (minimum requirement)
• Associate degree in IT, Computer Science, or related field (preferred but not required)

Technical Skills 

• Basic understanding of computer hardware (e.g., desktops, laptops, peripherals)
• Familiarity with operating systems
• Windows (most common)

 Understanding of troubleshooting steps, including:

• Software installation / uninstallation
• Password resets
• Network connectivity issues
• Printer issues

 Knowledge of common applications, such as:

• Microsoft 365 (Outlook, Word, Teams, OneDrive)
• Web browsers
• VPN clients 

Customer Service Skills

• Strong communication skills
• Ability to explain technical issues in simple, clear language
• Patience and professionalism
• Experience in customer service (retail, call center, etc.) is often acceptable if no IT experience

Soft Skills

• Problem-solving mindset
• Attention to detail
• Ability to follow standard operating procedures (SOPs)
• Organizational skills and ability to document tickets clearly

Experience

• 0-1 year of IT + basic technical competency 

Preferred Qualifications:

Certifications (Often Preferred, Not Required)

• CompTIA A+ - the most recognized entrylevel IT certification
• CompTIA IT Fundamentals (ITF+) - great for beginners
• Microsoft 365 Certified: Fundamentals - helpful for MS-based environments
• HDI Customer Service Representative - customer support-specific credential

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile: 

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE