Desktop Support Team Lead

NuAxis LLC
Washington, DC
28 Feb 2025

Vacancy expired!

We're 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. 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: 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. #Dice #NAI