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NuAxis Innovations Service Center Analyst in Denver, Colorado

Service Center Analyst

Location Denver, CO

# of openings 1

Salary Range (Min-Max) $42,000 - $45,000

We are going places, hop on board.

Our value is in our employees – smart, passionate, and fun people .

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.

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 a 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. 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 the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.

Essential Functions:

Some of the primary responsibilities of this role would include:

  • Interact with end-user 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 accesses 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.

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 7/10, Office 2010/2016/365, SharePoint, and Skype for Business.

  • Experience supporting TCP/IP, DHCP, and DNS.

  • Experience with accounts, access, and permissions, using Active Directory Users and Computers (ADUC).

  • In-depth knowledge of operating systems, applications, printers, and PC hardware.

  • Familiar with Citrix, VPN, SCCM, Bomgar a plus.

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

Our Profile:

NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state-of-the-art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.

High technology small business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years.

NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of a background investigation

At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balance. NuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefits. More specific information on benefits eligibility will be provided as part of the interview process.

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