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 Desktop Support Team Lead for a Full-Time position.
Job Summary:
Essential Functions:
- Some of the primary responsibilities of this role would include:
- Supervise on-site Deskside support services.
- 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 daily 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.
- Perform audits of employee’s job performance.
This DSTL operational 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 technology customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
Knowledge Requirements:
- Customer Service
- Technical Writing
- Knowledge Management
- Incident Management
- Problem Management
- Change Management
- Critical thinking skills
- Active listening skills and effective communication strategies
- Enterprise ticketing application experience – BMC Remedy Service Management experience preferred
- Process improvement knowledge (e.g., ITIL Foundations in Service Management, CMMI, etc.)
- Installation and maintenance of Windows OS
- Installation and maintenance of Apple OS and hardware
- Installation and maintenance of mobile devices
- Installation/updating of desktop software.
- Basic understanding of Database Operations (Oracle, SQL Server, etc.)
- Remote desktop connections
- Antivirus support
- Backup and recovery
- Desktop performance monitoring and optimization
- ServiceNow and/or Remedy ITSM experience
Education:
- Bachelor’s Degree preferred.
- HDI Team Lead or HDI Manager Certification - required within 30 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.
Experience:
Five (5) + years’ experience in an enterprise Service Center - desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment. Three (3) + years’ experience as a Technical Team Lead and/or Technical Team Manager in an 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
