Service Center Analyst

NuAxis Innovations•Sterling, VA

3d•Hybrid

About The Position

The Support Center Analyst provides Tier 1, telephone-based technical support to enterprise users across the organization. Serving as the first point of contact, this role supports technical incidents, service requests, and access management while ensuring timely resolution, clear communication, and a high-quality customer experience. The ideal candidate is customer-focused, thrives in a fast-paced environment, takes ownership of issues end-to-end, and consistently meets service-level agreements (SLAs). This is a hybrid position, with approximately 60% on-site and 40% remote work. Remote work may be approved; however, the analyst must be available to report on-site as business needs require.

Requirements

High school diploma or equivalent
Minimum of 2 years of enterprise-level experience in a Help Desk, Service Desk, or Technical Support Call Center environment
Hands-on experience supporting: Microsoft Windows 11, Microsoft Office 365-including Copilot and Teams, SharePoint
Working knowledge of: TCP/IP, DHCP, and DNS, PC hardware, printers, and peripheral devices
Experience using enterprise ticketing systems (ServiceNow preferred)
Strong customer service, communication, and troubleshooting skills

Nice To Haves

Bachelor’s degree in Information Technology or related field
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
Experience or exposure to Microsoft Azure environments, including Azure Active Directory and cloud-based authentication
Exposure to Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including device enrollment and connectivity assistance
Relevant certifications such as: HDI (CSA, SCA, DST), ITIL Foundation, CompTIA A+ or Network+, MCP, MCSA, or MCSE

Responsibilities

Provide Tier 1 technical support for desktops, laptops, printers, peripheral devices, user accounts, and network connectivity issues
Diagnose, troubleshoot, and resolve technical issues via phone and enterprise ticketing systems
Open, document, track, and manage incidents and service requests
Install, configure, and troubleshoot core software applications and hardware components
Manage user accounts, security groups, and distribution lists using Active Directory Users and Computers (ADUC)
Communicate technical information clearly to non-technical users
Monitor ticket queues, prioritize workloads, and meet established SLAs
Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams as appropriate
Provide proactive status updates and follow issues through to resolution