Help Desk Support Technician

About the role

NuAxis is a federal IT company dedicated to making customer experience the center of every government solution. We combine technology expertise with a people‑first culture, fostering teamwork and support among engineers, artists, and thinkers. The Help Desk Support Technician provides support to a distributed PC/networking environment, handling installation, testing, repair, and troubleshooting for stand‑alone PCs, network‑connected PCs, printers, and other computer peripherals.

Responsibilities

• Install and test personal computers, printers, and other peripherals; configure operating systems and load shrink‑wrap and application software.
• Perform system upgrades, maintenance, and hardware/software diagnostics; coordinate repairs and resolve computer system problems.
• Respond to phone calls, emails, and direct customer contacts; enter and manage technical support incidents in a ticketing system.
• Troubleshoot, identify, and resolve issues; escalate problems to appropriate systems engineers.
• Provide Tier 1 support via phone, email, remote desktop, and on‑site assistance, adhering to specified service levels.
• Resolve client issues such as Active Directory password resets, Mobile Device Management for iOS devices, and network connectivity problems.
• Diagnose remote network issues on LAN/WAN and desktop/laptop devices using Command Prompt and other tools.
• Utilize Remote Desktop/Bomgar for remote support and manage VPN connections.
• Apply imaging techniques, including PXE boot imaging, and prepare equipment for shipment and tracking.
• Support Windows 10 (and future Microsoft Windows versions) PCs and laptops, as well as Apple devices.
• Assist end users with Office 365, Adobe Acrobat DC, and other standard COTS applications.
• Maintain documentation, perform manual antivirus scans after malicious incidents, and report unresolved problems.
• Receive equipment deliveries, maintain inventory records, and update equipment and imaging system records.

Requirements

• CompTIA A+ certification (or equivalent).
• Proficiency in troubleshooting and resolving Tier 1 support issues via phone, email, remote desktop, and on‑site.
• Knowledge of Active Directory, password reset procedures, and Mobile Device Management for iOS.
• Experience with network connectivity troubleshooting, LAN/WAN, and command‑line tools.
• Familiarity with Remote Desktop/Bomgar, VPN systems, and PXE boot imaging techniques.
• Ability to support Windows 10 (and future Windows versions) and Apple devices.
• Experience with Office 365, Adobe Acrobat DC, and standard COTS installation software.
• Strong documentation skills and ability to manage tickets in a support system.
• Capability to perform manual antivirus scans and handle equipment inventory and logistics.