Job Description

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 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. 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 NOA is required to release this criterion. Escalate to other support entities when unable to resolve within 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, escalated identified problems to supervisory personnel, and perform problem management to ensure problems are addressed timely. 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 Software installation / uninstallation Password resets Network connectivity issues Printer issues Knowledge of common applications 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 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 entry‑level 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 NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. #J-18808-Ljbffr

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