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 Tier 1, telephone-based technical support to enterprise users across the organization. Serving as the first point of contact, this role supports technical incidents, service requests, and access management while ensuring timely resolution, clear communication, and a high-quality customer experience. The ideal candidate is customer-focused, thrives in a fast-paced environment, takes ownership of issues end-to-end, and consistently meets service-level agreements (SLAs).

This is a hybrid position, with approximately 60% on-site and 40% remote work. Remote work may be approved; however, the analyst must be available to report on-site as business needs require.
Key Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, peripheral devices, user accounts, and network connectivity issues
• Diagnose, troubleshoot, and resolve technical issues via phone and enterprise ticketing systems
• Open, document, track, and manage incidents and service requests
• Install, configure, and troubleshoot core software applications and hardware components
• Manage user accounts, security groups, and distribution lists using Active Directory Users and Computers (ADUC)
• Communicate technical information clearly to non-technical users
• Monitor ticket queues, prioritize workloads, and meet established SLAs
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams as appropriate
• Provide proactive status updates and follow issues through to resolution
  
  Deliverables Include:
  
• Timely resolution of Tier 1 incidents and service requests
• Accurate and complete documentation of tickets and troubleshooting steps
• Consistent achievement of SLA and performance metrics
• High levels of end-user satisfaction and positive customer feedback
• Effective escalation and collaboration with Tier 2 and Tier 3 teams
• Clear communication and follow-through on assigned issues

Required Skills and Experience :

• High school diploma or equivalent
• Minimum of 2 years of enterprise-level experience in a Help Desk, Service Desk, or Technical Support Call Center environment
• Hands-on experience supporting: Microsoft Windows 11, Microsoft Office 365-including Copilot and Teams, SharePoint
• Working knowledge of: TCP/IP, DHCP, and DNS, PC hardware, printers, and peripheral devices
• Experience using enterprise ticketing systems (ServiceNow preferred)
• Strong customer service, communication, and troubleshooting skills

Preferred Qualifications

• Bachelor's degree in Information Technology or related field
• Experience with one or more of the following: Windows operating systems, Microsoft Remote Desktop Services, VPN technologies, BeyondTrust Remote Support
• Familiarity with enterprise infrastructure and end-user computing environments
• Experience or exposure to Microsoft Azure environments, including Azure Active Directory and cloud-based authentication
• Exposure to Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including device enrollment and connectivity assistance
• Relevant certifications such as: HDI (CSA, SCA, DST), ITIL Foundation, CompTIA A+ or Network+, MCP, MCSA, or MCSE

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 Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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