Desktop Support Technician
NuAxis Innovations
- Washington DC
- Permanent
- Full-time
- All aspects of both Remote and Deskside computer support
- Owning, tracking, and resolving Information Technology (IT) incidents and requests
- Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
- Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
- This IT Operations support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
- High school diploma or equivalent. Bachelor’s Degree preferred.
- HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 10 business days of hire
- CompTIA A+ Certification – required within 90 days of hire
- Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred
- Apple Support Certification preferred
- Incident Management
- Problem Management
- Change Management
- Critical thinking skills
- Active listening skills and effective communication strategies
- Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
- Enterprise ticketing application experience - Remedy Service Management experience preferred.
- Installation and maintenance of Windows OS
- Installation and maintenance of Apple preferred
- Installation and maintenance of mobile devices
- Installation/updating of desktop software
- Remote desktop connections
- Antivirus support
- Backup and recovery
- Desktop performance monitoring and optimization