Desktop Support Technician

NuAxis Innovations; Washington (District of Columbia); On-site; USD 52,000 - 68,000; Full time

Job summary

NuAxis Innovations, a federal IT solutions provider, seeks a Desktop Support Technician in Washington, DC for a full‑time role. You will deliver operations support across deskside and remote environments, manage incidents, and ensure timely resolutions within SLAs.

The role emphasizes strong troubleshooting, customer service, and ITIL-aligned processes. The ideal candidate holds relevant certifications and has experience supporting enterprise networks in a federal context.

Qualifications

• Two or more years of enterprise desk/IT support experience.
• Experience configuring, installing, troubleshooting, and maintaining Windows OS in a large network.
• HDI Analyst Certification and CompTIA A+ within stated deadlines; Microsoft/Apple certifications preferred.
• Strong communication, problem solving and customer service skills.

Responsibilities

• Provide remote and deskside IT support and incident resolution.
• Own, track and resolve IT incidents and requests within SLAs.
• Communicate status updates to customers and escalate when necessary.
• Assist with software installation and maintenance across endpoints.

Skills

Incident management

Problem management

Change management

Critical thinking

Active listening

ITIL foundations knowledge

Remedy Service Management

Windows OS installation

Apple device management

Mobile device management

Desktop software installation

Remote desktop

Antivirus support

Backup and recovery

Desktop performance monitoring

Education

High school diploma or equivalent

HDI Analyst Certification (CSA/SCA/DST, etc.)

CompTIA A+ Certification

Microsoft Certification (MCTA/MCSA/MSCE/MCSM, etc.)

Apple Support Certification

Tools

Remedy Service Management

Job description

Desktop Support Technician

Location Washington, DC

Number of openings 1

Salary Range (Min-Max) 00

Technology is our Passion. People are our Purpose.

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Job Summary:

We are currently seeking a Desktop Support Technician (DST) 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

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 10 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:

• Incident Management
• Problem Management
• Change Management
• Critical thinking skills
• Active listening skills and effective communication strategies
• Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
• Enterprise ticketing application experience - Remedy Service Management experience preferred.
• Installation and maintenance of Windows OS
• Installation and maintenance of Apple preferred
• Installation and maintenance of mobile devices
• Installation/updating of desktop software
• Remote desktop connections
• Antivirus support
• Backup and recovery
• Desktop performance monitoring and optimization

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

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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More (https://nuaxis.com/careers/) about our Benefits and Culture!