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 are currently seeking a Desktop Support Technician for a full time position. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require a commitment on your part as well as ours.

Essential Functions:

Some of the primary responsibilities of this role would include:

All aspects of both Remote and Deskside computer support

Owning, tracking and resolving Information Technology (IT) incidents and requests

Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs

Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems On Call Support

This IT Operations support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.

Education:

High school diploma or equivalent. Bachelor’s Degree preferred.

HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire

CompTIA A+ Certification – required within 90 days of hire

Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred

Apple Support Certification preferred

Knowledge Requirements:

Customer Service Skills/Attributes

Incident Management

Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)

Enterprise ticketing application experience – Technical Ticket System experience preferred.

Installation and maintenance of Windows OS

Device Enrollment Intune/Azure

Installation and maintenance of Apple preferred

Installation and maintenance of mobile devices

Installation/updating of desktop software

Remote desktop connections

General Networking knowledge

Network and local Printer Support

Backup and recovery (OneDrive/SharePoint)

Preferred Computer Imaging knowledge

Desktop performance monitoring and optimization

Antivirus support a plus

Experience:

Two (2)+ years experience in an enterprise call center - help desk - service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.

Problem Management (Resource Allocation and Application)

Acclimate/Accommodate w/in Changing IT Environments

Critical thinking/Problem Solving skills

Active listening skills and effective communication skills

Collaborative Work environments/works w/TEAM/ mission focused

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.  .

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation.  about our Benefits and Culture!

#NAI #DICE