Hybrid IT Support Analyst - Customer-Centric

NuAxis Innovations; Denver (CO); Hybrid; USD 40,500 - 49,500; Full time

Job summary

NuAxis Innovations is seeking a Service Center Analyst in Denver, CO. This role provides Tier 1 IT support across desktops, network access, and user accounts, with a focus on delivering excellent customer service and meeting SLAs.

The position is hybrid (approximately 60% onsite, 40% remote) and requires 2+ years of enterprise-level support, knowledge of Windows, Office 365, SharePoint, and ticketing systems like ServiceNow. Opportunity to grow within a federal IT environment.

Qualifications

• High school diploma or equivalent is required.
• Bachelor’s degree preferred.
• HDI (CSA, SCA, DST) certification is a plus.
• ITIL Foundation certification preferred.
• CompTIA A+ or Network+ MCP, MCSA, or MCSE certifications are advantageous.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and peripheral devices.
• Troubleshoot network connectivity and access issues.
• Manage user accounts, access, permissions, security groups, and distribution lists using ADUC.
• 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 and access control, escalations, and communications.
• Proactively communicate status updates and ensure timely resolution within SLAs.

Skills

Customer service

Verbal & written communication

Active listening & troubleshooting

Ownership & accountability

Multitasking in high-volume support

Incident/Problem/Change management

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

HDI (CSA/SCA/DST)

ITIL Foundation

CompTIA A+/Network+ / MCP / MCSA / MCSE

Tools

ServiceNow

ADUC (Active Directory Users and Computers)

SharePoint

Azure AD

Intune

Job description

NuAxis Innovations is seeking a Service Center Analyst in Denver, CO. This role provides Tier 1 IT support across desktops, network access, and user accounts, with a focus on delivering excellent customer service and meeting SLAs.

The position is hybrid (approximately 60% onsite, 40% remote) and requires 2+ years of enterprise-level support, knowledge of Windows, Office 365, SharePoint, and ticketing systems like ServiceNow. Opportunity to grow within a federal IT environment.