Service Center Analyst

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 Service Center Analyst for a Full Time position.Job Summary:The Support Center Analyst provides telephone-based technical support to enterprise users across the organization. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, takes ownership of issues end-to-end, and is committed to meeting service-level agreements (SLAs). As the first point of contact you will support technical incidents, service requests, and access management while ensuring timely resolution, clear communication, and exceptional customer experience.This is a hybrid position, with an anticipated work schedule of approximately 60% onsite and 40% remote. The Support Center Analyst may be approved to work remotely but must be available to report onsite as business needs require.Key Responsibilities Provide Tier 1 technical support for:Desktops, laptops, printers, and peripheral devicesNetwork connectivity and access issuesUser accountsDiagnose, troubleshoot, and resolve technical issues via phone and ticketing systemOpen, document, and manage incidents and service requests through the enterprise ticketing system (ServiceNow preferred)Install, configure, and troubleshoot:Core software applicationsHardware componentsManage user accounts, access, permissions, security groups, and distribution lists using Active Directory Users and Computers (ADUC)Clearly communicate technical concepts to non-technical usersMonitor ticket queues, prioritize workloads, and meet established SLAsEscalate unresolved issues to Tiers 2 or 3 when necessaryProactively communicate status updates and follow through to resolutionRequired Skills:Strong customer service and interpersonal skillsExcellent verbal and written communication abilitiesActive listening and analytical troubleshooting skillsHigh level of ownership and accountabilityAbility to multitask in a high-volume support environmentUnderstanding of Incident, Problem, and Change Management processesRequired Experience2+ years of experience at an enterprise level:Help DeskService DeskTechnical Support Call CenterHands-on experience supporting:Microsoft Windows 11Microsoft Office 365SharePointWorking knowledge of:TCP/IP, DHCP, and DNSPC hardware, printers, and peripheralsExperience using enterprise ticketing systems (ServiceNow preferred)Preferred QualificationsExperience with one or more of the following:Windows Operating SystemsMicrosoft Remote Desktop ServicesVPN technologiesBeyondTrust Remote SupportFamiliarity with enterprise infrastructure and end-user computing environmentsFamiliarity with Microsoft Azure cloud environments, including Azure Active Directory, cloud-based authentication, and enterprise environmentsExposure to Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including basic device enrollment support and assisting users with access or connectivity issues.Education & CertificationsHigh school diploma or equivalent (required)Bachelor's degree (preferred)Preferred certifications:HDI (CSA, SCA, DST)ITIL FoundationCompTIA A+ or Network+MCP, MCSA, or MCSEDoes 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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!#NAI #DICE