Desktop Support Technician

NuAxis, LLC; Washington; Presencial; USD 52.000 - 72.000; Jornada completa

Descripción de la vacante

NuAxis, LLC is seeking a Desktop Support Technician for a full-time role to deliver both remote and deskside IT support across a large network. The DST will own incidents, meet SLAs, and coordinate with user groups for effective problem resolution.

The role emphasizes service orientation, ownership, and clear communication with customers while maintaining IT security and standard operating procedures.

Formación

• High school diploma or equivalent; Bachelor’s Degree preferred.
• HDI Analyst Certification required within 10 business days of hire.
• CompTIA A+ Certification required within 90 days of hire.
• Microsoft Certification preferred (MCTA, MCSA, MSCE, MCSM).
• Apple Support Certification preferred.

Responsabilidades

• Remote and deskside computer support.
• Owning, tracking and resolving IT incidents and requests.
• Fulfilling requests and resolving incidents within SLAs.
• Responding to alerts and escalations with IT support groups.
• Maintain communication with users about status of requests.
• Escalate issues not resolvable within timeframes.

Conocimientos

Incident management

Problem management

Change management

Communication

ITIL foundations

Troubleshooting

Active listening

Educación

High school diploma or equivalent

HDI Analyst Certification

CompTIA A+ Certification

Microsoft Certification

Apple Support Certification

Herramientas

Remedy Service Management

Windows OS maintenance

Apple devices maintenance

Remote desktop tools

Descripción del empleo

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 know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW!We are currently seeking a talented and motivated Desktop Support Technicianfor a Full-Timeposition.

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.about our Benefits and Culture!

#NAI #DICE