Desktop Support Technician

NuAxis Innovations•Washington, DC

About The Position

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 motivated Desktop Support Technician for a Full-Time position. Job Summary: We are currently seeking a Desktop Support Technician (DST) for a full time position. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require a commitment on your part as well as ours.

Requirements

High school diploma or equivalent. Bachelor’s Degree preferred.
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 10 business days of hire
CompTIA A+ Certification – required within 90 days of hire
Two (2)+ years experience in an enterprise call center - help desk - service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment
Incident Management
Problem Management
Change Management
Critical thinking skills
Active listening skills and effective communication strategies
Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
Enterprise ticketing application experience - Remedy Service Management experience preferred.
Installation and maintenance of Windows OS
Installation and maintenance of Apple preferred
Installation and maintenance of mobile devices
Installation/updating of desktop software
Remote desktop connections
Antivirus support
Backup and recovery
Desktop performance monitoring and optimization

Nice To Haves

Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.)
Apple Support Certification

Responsibilities

All aspects of both Remote and Deskside computer support
Owning, tracking and resolving Information Technology (IT) incidents and requests
Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
Establishing and maintaining communication with technology customers to keep them updated with the status of their requests
Proactively escalating any issues that cannot be resolved within the established timeframes

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