Hybrid IT Service Desk Analyst — Customer-Centric Support

NuAxis, LLC; Sterling (VA); Hybrid; USD 50,000 - 70,000; Full time

Job summary

NuAxis, LLC is seeking a Service Center Analyst for a Full Time, hybrid role in Sterling, VA. The analyst provides Tier 1 technical support for desktops, network access, and user accounts, with a focus on customer experience and SLA compliance.

Responsibilities include troubleshooting, incident management, ADUC-based access control, and clear communication to non-technical users. 60% onsite, 40% remote, with potential some remote work.

Qualifications

• Enterprise IT help desk experience required.
• Experience with Windows 11, O365, and SharePoint.
• Strong troubleshooting and communication skills.
• Familiarity with Incident, Problem, and Change management processes.
• Experience with ServiceNow or similar ticketing systems.
• Knowledge of TCP/IP, DHCP, DNS, and endpoint devices.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and peripherals.
• Diagnose, troubleshoot, and resolve issues via phone and ticketing system.
• Open, document, and manage incidents and requests in the ticketing system (ServiceNow preferred).
• Install, configure, and troubleshoot core software, hardware components.
• Manage user accounts, access, and security groups using ADUC.
• Clearly communicate technical concepts to non-technical users.
• Monitor ticket queues, prioritize workloads, and meet SLAs; escalate as needed.
• Proactively communicate status updates and drive issues to resolution.

Skills

Customer service

Communication

Active listening

Ownership

Multitasking

Incident & Change mgmt

Education

High school diploma

Bachelor’s degree (preferred)

Tools

ServiceNow

Active Directory

Windows 11

Office 365

SharePoint

Job description

NuAxis, LLC is seeking a Service Center Analyst for a Full Time, hybrid role in Sterling, VA. The analyst provides Tier 1 technical support for desktops, network access, and user accounts, with a focus on customer experience and SLA compliance.

Responsibilities include troubleshooting, incident management, ADUC-based access control, and clear communication to non-technical users. 60% onsite, 40% remote, with potential some remote work.