Help Desk Support Technician

NuAxis Innovations•Falls Church, VA

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 Help Desk Support Technician – ECOSphere for a Full-Time position. Job Summary: Position Overview Provides Tier 1 support for end users in a distributed PC/network environment. Supports hardware/software, connectivity, remote access, and basic application access issues; logs, tracks, resolves, and escalates incidents per service levels.

Requirements

CompTIA A+ certification (or equivalent).
Proficiency resolving Tier 1 support issues via phone, email, remote desktop, and on-site support as required.
Working knowledge of Windows 10/11, Office 365, Adobe Acrobat DC; familiarity with Apple devices supported.
Experience with ticketing systems and customer service in IT support environments.

Nice To Haves

Knowledge of cloud computing concepts (plus).
Experience supporting identity/access workflows and multi-application account provisioning (nice to have).

Responsibilities

Respond to user support requests via phone, email, and direct customer contacts; provide courteous, solutions-oriented support.
Enter, manage, and document incidents in a ticketing system; ensure accurate categorization, notes, and closure confirmations.
Install and test PCs, printers, and peripherals; configure OS; load COTS and application software; perform upgrades and maintenance.
Troubleshoot hardware/software issues and coordinate repairs; perform diagnostics and restore normal operations.
Support Active Directory functions including password resets; support VPN, remote desktop/Bomgar, and network connectivity troubleshooting using command-line and standard tools.
Support MDM for mobile devices (iOS) and endpoint configuration as required.
Perform imaging tasks (including PXE boot imaging) and assist with system deployments and refresh cycles.
Perform manual antivirus scans after malicious incident notifications and follow documented response procedures.
Maintain relevant documentation and contribute to knowledge base articles to reduce repeat incidents.
Receive equipment deliveries, maintain inventory/records, assist with imaging systems, and prepare/track equipment shipments to customers.
Escalate unresolved issues to appropriate system engineers/administrators and communicate status to users per SLA.