NuAxis Innovations Support Center Analyst in Denver, Colorado

Support Center Analyst

Location:Denver, CO

Department:400

Description

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.

Job Summary:

We are currently seeking aSupport Center Analyst (SCA)for a full time positon. Thisrole is largely responsible for providing 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.

Essential Functions:

Some of the primary responsibilities of this role would include:

  • Remote 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 user and IT support groups to come up with strategic solutions to recurring problems

This IT Operations 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.

Education:

  • High school diploma or equivalent. Bachelor’s Degree preferred.

  • HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 60 days of hire

  • CompTIA A+ Certification preferred

  • Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred

  • Apple Support Certification preferred

Knowledge Requirements:

  • Incident Management

  • Problem Management

  • Change Management

  • Critical thinking skills

  • Active listening skills and effective communication strategies

  • Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)

  • Enterprise ticketing application experience - HEAT Service Management experience preferred

Experience:

Six (6)+ months’ 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.

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 Innovations is an Equal Opportunity Employer AA/ W/M/IWD/PV. Employment contingent upon successful completion of background investigation.