Service Center Analyst at NuAxis Innovations

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 Support Center Analyst for a Full-Time position.

Job Summary:

We are currently seeking a Support Center Analyst (SCA) for a full-time position. This role is largely responsible for providing remote telephone based operational support services to the organization. We are looking to fill the 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.

Essential Functions:

• Some of the primary responsibilities of this role would include:
• Interact with end users to identify a variety of issues related to desktops, laptops, printers, and network connectivity. 
• Open and log trouble tickets in the call tracking system to track issues from identification through resolution. 
• Provide phone support for installation, configuration, and troubleshooting for the following: operating systems, software applications and hardware. 
• Create and manage access and permissions for accounts, security groups, and distribution lists. 
• Communicate technical information in a non-technical manner. 
• Escalate any outstanding issues to senior-level technicians or engineers.
• This support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.

Education:

• High school diploma or equivalent. Bachelor’s Degree preferred.
• HDI Analyst (e.g. CSA, SCA, DST) or ITIL Foundations certification preferred.
• Related certifications such as A+, N+, MCP, and MCSE/MCSA are a plus.

Knowledge Requirements:

• Incident / Problem / Change Management.
• Critical thinking / Problem resolution skills.
• Active listening skills and effective communication strategies.
• Enterprise ticketing application experience. ServiceNow preferred.

Experience:

• Two (2) + years’ experience in a high volume enterprise level call center, help desk, or service desk operation.
• Solid customer service skills, including good communication and the ability to demonstrate professionalism. 
• Experience supporting Microsoft Windows 10/11, Office365, SharePoint, and Microsoft Teams.
• Experience supporting TCP/IP, DHCP, and DNS.
• Experience with accounts, accesses and permissions, using Active Directory Users and Computers (ADUC).     
• In-depth knowledge of operating systems, applications, printers, and PC hardware. 
• Familiar with Citrix, VPN, MAC, BeyondTrust a plus. 

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

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/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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