Tier II Service Desk Specialist

Job overview

The Tier II Service Desk Specialist role is onsite in Denver, CO, with a stated salary range of $58,000 to $60,000. NuAxis Innovations provides technology services to the U.S. federal government. The specialist provides second-tier support to users and manages incidents and service requests through resolution. Timely diagnosis, documentation, escalation, and coordination with other technical teams help restore services and meet contract service-level requirements.

What you'll do

• Diagnose and resolve user hardware and application issues
• provide onsite and remote support
• manage and update tickets to meet SLAs
• document incidents and service requests in ITSM
• perform initial diagnosis and recovery
• escalate unresolved issues
• communicate outages
• verify resolution with users
• maintain known-error information
• monitor ticket queues and workflows
• identify incident trends and coordinate problem resolution
• perform moves, adds, and changes.

What we're looking for

Skills & competencies

tier ii service desk specialist

it support

service desk

incident management

ticket resolution

denver co

nuaxis innovations

windows 11

servicenow

bmc helix remedy

sla management

federal government

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision
• spending accounts
• disability and life insurance
• 401(k)
• paid time off
• and additional voluntary benefits.

Why this role

Requires at least two years of current desk-side support experience, with college degrees or certifications substitutable for experience; ability to obtain one of the listed support or ITIL certifications.

About the employer

NuAxis Innovations is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.