JOB BRIEF

Provide on-site client hardware and software desk-side support and remote client-side support for teleworkers, ensuring minimum user downtime.

JOB DESCRIPTION

The Desktop Support Technician will provide on-site client hardware and software desk-side support and remote client-side support for teleworkers, ensuring minimum user downtime.

EDUCATION:

• Associate degree in a computer-related field
• CompTIA A+ or Help Desk Institute (Preferred)

EXPERIENCE:

At least 2 years of desktop and computer peripheral support/troubleshooting experience.

Must possess the following skills with the ability to demonstrate, if asked:

• Working knowledge of Microsoft Windows 10 and 11, Microsoft 365 Apps, Microsoft Edge/Google/Mozilla, Microsoft Active Directory, Microsoft Intune, Microsoft Azure and third-party applications such as Adobe.
• Experience with a centralized ticketing system. ServiceNow experience is preferred.
• Install and troubleshoot computers, multi-function devices, printers, and peripherals using individual experience and documented Incident models.
• Install and troubleshoot a variety of software packages within a primarily Microsoft Windows based environment with some iOS/Android devices.
• Be able to act independently to resolve tickets, manage multiple priorities, and follow through on customer engagement.
• Provide, as needed, customer one-on-one training and assistance with account setup, data backup, recovery, and general IT services usage to support business process requirements.
• Ensure actions support documented processes and procedures to meet or exceed operational Service Level Agreements (SLA) with the business partners.
• The ability to effectively communicate, both in person or by phone, with users and technical support.
• Show initiative and act independently to resolve tickets, manage multiple priorities, and follow through on customer engagement.
• Lift and move IT equipment up to 35lbs between rooms, facilities, and vehicles.
• Client technologies - include Microsoft Windows, iOS and Android operating systems.
• Video Teleconferencing - Initiate, maintain and closeout scheduled VTC sessions.
• Interface with government staff responsible for maintaining the VTC schedules to ensure timely service delivery.
• Troubleshoot problems and issues with the service and perform corrective actions.
• Automation lifecycle planning and technology refresh - Provide install services for desktop and laptop computers across the enterprise.
• Implement a standard methodology and provide and maintain installation standards and procedures (STIGS, images, etc.) that ensure properly configured systems; continuity of user operations; fully functional applications; and train users to successfully operate new systems and equipment

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 Desktop Support Technician for a Full-Time position.

ESSENTIAL FUNCTIONS:

Must possess the following skills with the ability to demonstrate, if asked:

• Working knowledge of Microsoft Windows 10 and 11, Microsoft 365 Apps, Microsoft Edge/Google/Mozilla, Microsoft Active Directory, Microsoft Intune, Microsoft Azure and third-party applications such as Adobe.
• Experience with a centralized ticketing system. ServiceNow experience is preferred.
• Install and troubleshoot computers, multi-function devices, printers, and peripherals using individual experience and documented Incident models.
• Install and troubleshoot a variety of software packages within a primarily Microsoft Windows based environment with some iOS/Android devices.
• Be able to act independently to resolve tickets, manage multiple priorities, and follow through on customer engagement.
• Provide, as needed, customer one-on-one training and assistance with account setup, data backup, recovery, and general IT services usage to support business process requirements.
• Ensure actions support documented processes and procedures to meet or exceed operational Service Level Agreements (SLA) with the business partners.
• The ability to effectively communicate, both in person or by phone, with users and technical support.
• Show initiative and act independently to resolve tickets, manage multiple priorities, and follow through on customer engagement.
• Lift and move IT equipment up to 35lbs between rooms, facilities, and vehicles.
• Client technologies - include Microsoft Windows, iOS and Android operating systems.
• Video Teleconferencing - Initiate, maintain and closeout scheduled VTC sessions.
• Interface with government staff responsible for maintaining the VTC schedules to ensure timely service delivery.
• Troubleshoot problems and issues with the service and perform corrective actions.
• Automation lifecycle planning and technology refresh - Provide install services for desktop and laptop computers across the enterprise.
• Implement a standard methodology and provide and maintain installation standards and procedures (STIGS, images, etc.) that ensure properly configured systems; continuity of user operations; fully functional applications; and train users to successfully operate new systems and equipment.