Hybrid IT Service Center Analyst - Customer-Focused Support

NuAxis Innovations; Sterling (VA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

NuAxis Innovations in Sterling, VA is seeking a Service Center Analyst to provide Tier 1 technical support for desktops, networks, accounts, and software. This role emphasizes clear communication, ownership of incidents, and rapid SLA-driven resolutions in a fast-paced government-facing environment.

The position is hybrid with about 60% onsite and 40% remote, requiring the ability to work with ServiceNow, AD, Windows 11, and O365.

Qualifications

• 2+ years of experience at an enterprise level: Help Desk, Service Desk, Technical Support Call Center.
• Hands-on experience supporting Microsoft Windows 11, Microsoft Office 365, SharePoint.
• Working knowledge of TCP/IP, DHCP, and DNS; PC hardware, printers, and peripherals.
• Experience using enterprise ticketing systems (ServiceNow preferred).

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and peripheral devices; resolve network and user account issues.
• Diagnose, troubleshoot, and resolve technical issues via phone and ticketing system.
• Open, document, and manage incidents and service requests through the enterprise ticketing system (ServiceNow preferred).
• Install, configure, and troubleshoot core software applications and hardware components.
• Manage user accounts, access, permissions, security groups, and distribution lists using ADUC; clearly communicate technical concepts to non-technical users.

Skills

Customer service

Verbal & written communication

Active listening

Ownership & accountability

Multitasking

Incident/ Problem/ Change management

Education

High school diploma or equivalent

Bachelor’s degree

Tools

ServiceNow

ADUC

Windows 11

Office 365

SharePoint

Job description

NuAxis Innovations in Sterling, VA is seeking a Service Center Analyst to provide Tier 1 technical support for desktops, networks, accounts, and software. This role emphasizes clear communication, ownership of incidents, and rapid SLA-driven resolutions in a fast-paced government-facing environment.

The position is hybrid with about 60% onsite and 40% remote, requiring the ability to work with ServiceNow, AD, Windows 11, and O365.