Help Desk Support Technician

International Executive Service Corps; Portland, Northern (OR, KY); Hybrid; USD 52,000 - 65,000; Full time

Job summary

NuAxis is seeking a Help Desk Support Technician to provide Tier 1 PC and network support in a distributed environment. You will install, test, and troubleshoot PCs, printers, and peripherals, and assist users via phone, email, and on-site visits.

Responsibilities include incident tracking, resolving issues, and coordinating with engineers. The role requires CompTIA A+ certification and familiarity with Windows 10, Office 365, and imaging techniques. On-site support in Portland is expected.

Qualifications

• :Requires CompTIA A+ or equivalent certification.
• Experience supporting a distributed PC/network environment including printers and peripherals.
• Familiarity with Windows 10 and Microsoft Office 365; knowledge of imaging techniques.

Responsibilities

• Install and test PCs, printers, and peripherals; configure OS and applications.
• Troubleshoot hardware and software, coordinate repairs, and support LAN/WAN connectivity.
• Enter and manage incidents in a ticketing system; provide phone, email, and on-site support.
• Provide on-site customer training and support end users of applications and OS.
• Maintain documentation and assist with equipment imaging and inventory.

Skills

Tier 1 support

Active Directory

Remote Desktop

Hardware troubleshooting

Software troubleshooting

Ticketing system

On-site support

Phone & email support

Windows 10

Education

CompTIA A+ Certification

Tools

Bomgar

Remote Desktop

PXE imaging

Job description

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 motivatedHelp Desk Support Technician for a Full-Time position.

Job Summary:

The Help Desk Support Technician provides support to a distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand‑alone PCs, PCs linked to networks, printers, and other computer peripherals.

Requirements:

Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to:

• Install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. Perform system upgrades and maintenance.

• Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

• Responding to phone calls, emails, and direct customer contacts.

• Entering and managing technical support incidents in a ticketing system.

• Troubleshooting, identifying, and resolving problems

• Escalating problems to appropriate systems engineers.

• Technicians shall be proficient in troubleshooting and resolving Tier 1 support issues via phone, email, remote desktop and on site.

• Technicians are responsible for resolving issues and maintaining customer contacts according to a specified service level. Should be able to resolve the following client issues via telephone:

  • Active Directory (AD)

  • AD password resets

  • Mobile Device Management (iOS devices)

  • Network connectivity. Troubleshoot (remote) network issues with local LAN\\WAN and desktop\\laptop
    etwork devices using the Command Prompt and other tools.

  • Remote Desktop\\Bomgar remote support.

  • VPN system knowledge.

  • knowledge of imaging techniques including PXE boot imaging.

• Provide on-site customer support and training.

• Assist end users of applications software operating systems including Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported. The contractor should have knowledge of standard COTS, installation software troubleshooting and support including Office 365, and Adobe Acrobat DC. Maintain any pertinent documentation.

• Enter all support into a ticketing system for tracking

• Perform manual antivirus scan of desktop/laptop after malicious incident notification.

• Notify of any unresolved user problems, outstanding trouble calls or other areas of concern.

• R eceiving equipment deliveries from vendors, maintaining inventory and accounting for deliveries, assisting with updating equipment records and imaging systems.

• The technicians will also assist with preparing equipment for shipment and tracking the equipment through delivery to the customer.

Required Certification:

• CompTIA A+ Certification (or equivalent certification)

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.

Learn More.

NuAxis is an Equal Opportunity Employer, Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!