Service Center Analyst

NuAxis, LLC; Sterling (VA); Híbrido; USD 50.000 - 70.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Communication

Active listening

Ownership

Multitasking

Incident & Change mgmt

Educación

High school diploma

Bachelor’s degree (preferred)

Herramientas

ServiceNow

Active Directory

Windows 11

Office 365

SharePoint

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 motivatedService Center Analystfor a Full Time position.

Job Summary:

The Support Center Analyst provides telephone-based technical support to enterprise users across the organization. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, takes ownership of issues end-to-end, and is committed to meeting service-level agreements (SLAs). As the first point of contact you will support technical incidents, service requests, and access management while ensuring timely resolution, clear communication, and exceptional customer experience.

This is a hybrid position, with an anticipated work schedule of approximately 60% onsite and 40% remote. The Support Center Analyst may be approved to work remotely but must be available to report onsite as business needs require.

Key Responsibilities

• Provide Tier 1 technical support for:
  • Desktops, laptops, printers, and peripheral devices
  • Network connectivity and access issues
  • User accounts
• 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
  • Hardware components
• Manage user accounts, access, permissions, security groups, and distribution lists using Active Directory Users and Computers (ADUC)
• Clearly communicate technical concepts to non-technical users
• Monitor ticket queues, prioritize workloads, and meet established SLAs
• Escalate unresolved issues to Tiers 2 or 3 when necessary
• Proactively communicate status updates and follow through to resolution

Required Skills:

• Strong customer service and interpersonal skills
• Excellent verbal and written communication abilities
• Active listening and analytical troubleshooting skills
• High level of ownership and accountability
• Ability to multitask in a high-volume support environment
• Understanding of Incident, Problem, and Change Management processes

Required Experience

• 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)

Preferred Qualifications

• Experience with one or more of the following:
  • Windows Operating Systems
  • Microsoft Remote Desktop Services
  • VPN technologies
  • BeyondTrust Remote Support
• Familiarity with enterprise infrastructure and end-user computing environments
• Familiarity with Microsoft Azure cloud environments, including Azure Active Directory, cloud-based authentication, and enterprise environments
• Exposure to Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including basic device enrollment support and assisting users with access or connectivity issues.

Education & Certifications

• High school diploma or equivalent (required)
• Bachelor’s degree (preferred)
• Preferred certifications:
  • HDI (CSA, SCA, DST)
  • ITIL Foundation
  • CompTIA A+ or Network+
  • MCP, MCSA, or MCSE

Does this opportunity sound like a fit for you? If so, join our talent community

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!