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Join Us AS Desktop Support Manager
Company: NuAxis Innovations
Job Description: 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!
Job Summary: We are currently seeking a Desktop Support Manager 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 for a highly competent and motivated individual in this role. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.
Essential Functions: Some of the primary responsibilities of this role would include:
* 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 users and IT support groups to come up with strategic solutions to recurring problems.
This DSM operational support role requires a service-oriented mentality, a 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 the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
Knowledge Requirements:
* Change Management.
* Critical thinking skills.
* Active listening skills and effective communication strategies.
* Enterprise ticketing application experience – ServiceNow 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 preferred.
* Installation and maintenance of mobile devices.
* Installation/updating of desktop software.
* Backup and recovery.
* Desktop performance monitoring and optimization.
Education:
* Bachelor’s Degree or equivalent.
* HDI Team Lead or HDI Manager Certification – required within 60 business days of hire.
Experience: Five (5) + years’ supervisory experience in an enterprise call center – help desk – service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.
Expected Salary:
Location: Washington DC
Job Date: Wed, 11 Dec 2024 07:36:43 GMT
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