Help Desk Specialist I with Security Clearance

We are going places; hop on board. Our value is in our employees – smart, passionate, and fun people. Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Tier I Help Desk Specialist for a Full-time position. Job Summary: The Tier I 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 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, 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. * 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) is 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 standard ITSM ticket system (example CA Service Delivery) for handling tickets. * Ticket Creation and Handling: Receive calls made to a single phone number (provided by the government), via email, via fax, or by contacting on-site support personnel. Future possibilities include the use of a self-service portal, live chat, and texting. * Accept all methods of contact and respond in a manner that meets the applicable SLA. * In addition to creating tickets in response to User requests, support tickets created in response to automated alerts and outage/Incident information received from external and internal organizations, such as server support groups, external WAN providers, application support groups, and other government-authorized organizations. * Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM. * Support-Incident Management: Provide impact- and priority-based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible: * Escalate tickets based on expertise and appropriate group membership * Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours. * Monitor emails left for the SD. * Log Incidents and Service Requests into the ITSM. * Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from the first report to remediation. * Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible. * Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved. * Escalate tickets as required by the applicable Service Level Agreements (SLAs) * Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored * Follow-up on resolved Incidents to check the quality, get customer concurrence of incident closure, and to report customer satisfaction * Work with Operational and other teams to ensure a final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages and submitted in writing to government management * Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known to error sub-processes to facilitate quicker diagnosis and resolution for future Incidents * Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Users * Ensure non-IT requests are properly routed to appropriate support organizations. * Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours. Accept Users’ requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel: * Provide live telephone coverage during NWH of service via the call distribution system * Answer calls in the order they are received in accordance with applicable SLAs * Greet the customer * Verify or update the User’s contact information * Identify the nature of the Incident and correctly classify it * Record any additional information into the ticketing system * Assign ticket priority based on severity level matrix * Provide the User with a ticket number. * Initial Email Handling: Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs: * Continuously monitor the SD email queue for new requests * Create tickets in a manner that meets and/or exceeds applicable SLA * Verify information with the end-user, as required * Provide the User with a ticket number. * Initial Fax Handling: Check for requests coming through fax on a regular basis and either (1) scan and attach the document to an already created ticket or (2) create a ticket based on the faxed request as required by the appropriate SLAs: * Continuously monitor the SD fax machine for new Service Requests * Create tickets in a manner that meets and/or exceeds applicable SLA * Verify information with the User, as required * Provide the User with a ticket number. * Critical Events Handling: * Establish means to accept these events and to track them via ITSM tickets * Manage resolution process in a manner that meets and/or exceeds applicable SLA * Make information about these critical events available to all SD agents for real-time reference * Keep the information in the Known Errors database current * Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs: * Update tickets by adding work log information as required by the applicable SLAs * Monitor status of all open tickets and escalate as required * Coordinate resolution with other internal and external teams, as appropriate * Check the assigned tickets queue on regular basis throughout the NWH * Provide advice and guidance to the Users regarding restoration of interrupted service * Verify ticket resolution with the User * Provide advice and guidance to Users regarding restoration of interrupted service * Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change the status of the ticket to “Resolved”. Follow up periodically to verify the service meets client expectations; close when completed. * Incident Handling and Management: Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLA’s. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs. * Problem Handling and Management: Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket, and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets. * Request Fulfillment (Service Request) Management: Receive requests from a variety of sources including Users or technicians via a telephone call, fax, email, or chat. In addition, be able to: * Log and track requests for IT components and services * Log Service Requests into the ITSM and track their resolution. * Monitor processes that coordinate the delivery of IT assets directly to customers and office equipment custodians. * Ticket Ownership: Assume responsibility for Incident, Problem, and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs. * Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop manageme