Help Desk Technician 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. Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Help Desk Technician for a Full-Time position.

Job Summary:

The onsite contractor shall provide technical support to system administrators and end users in the customer’s Falls Church, VA headquarters. Help desk duties include responding to phone calls, emails, and direct customer contacts; entering and managing technical support incidents in a ticketing system; troubleshooting, identifying, and resolving problems; and escalating problems to appropriate systems engineers. Help desk technicians shall be proficient in troubleshooting and resolving Tier 1 support issues via phone, email, remote desktop and on site.

Essential Functions:

The Help Desk Specialist is responsible for resolving issues and maintaining customer contacts according to a specified service level. The support required includes Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices), and network connectivity. The Help Desk Specialist shall maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training. The Help Desk Specialist shall assist end users of applications software operating on Windows 7, Windows 10, and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported.

• Assist customers with and resolve routine application questions.
• Assist customers with all versions of Microsoft Office Suite
• Assist customers with Google mail, Calendar and Drive issues.
• Perform desktops and laptop set-up; re-imaging, wiping and general hardware troubleshooting.
• Install software for laptops and desktops.
• Provide customer desktop support. Use remote desktop tools (Microsoft Remote Desktop, Bomgar) to provide user support.
• Troubleshoot software and hardware problems with expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff.
• Respond to all requests for assistance and determine the appropriate actions to resolve problems within agreed upon time frames in a timely and courteous manner.
• Add and delete user accounts and maintain groups as required.
• Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.).
• Close out trouble calls within time frames specified in SLA’s (provided at later date)
• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices, installing MaaS360 on iOS and Androids
• Perform troubleshooting of local and network printer issues
• Perform manual antivirus scan of desktop/laptop after malicious incident notification
• Test software upgrades provided by the Government, provide user upgrade plan, schedule upgrades with users and conduct upgrades
• Notify government of any unresolved user problems, outstanding trouble calls or other areas of concern

Education and Experience:

• Associate's degree or equivalent, Bachelor's preferred
• Two (2) or more years of direct experience in as an Enterprise Applications Project Manager in IT Infrastructure operations for a large Enterprise environment

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!

#NAI #DICE