NuAxis Innovations Service Desk Support Technician in Denver, Colorado
Service Desk Support Technician
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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 Service Desk Support Technician for a Full Time position.
The Service Desk Support Technician must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Service Desk Support Technician will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under supervision.
Provide users with a central place to drop off and pick up equipment and pick up Service Request forms.
Responsible for labeling all equipment coming to the help desk and placing it in a designated area established by the Help Desk manager
Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into the call tracking system as appropriate.
Create and update call tracking tickets as part of the Service Desk walk-in operations.
Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic troubleshooting, email system usage, and other non-hands on activities.
Tickets requiring desk-side visits will be assigned to the Denver queue
Resets account passwords, mobile device passwords, encryption passwords, and other administrative account management support activities as needed.
All work will be contained and documented in the agency’s call ticketing system.
Support to focus primarily on those issues/requests that can be closed 1st call resolution (within 15 minutes or less) and require the technician to remote-into a computer versus making a desk-side visit
Troubleshooting includes but is not limited to:
DAR Encryption Support
Password resets / Active Directory
Mobile Device Support
Software Installation / Troubleshooting
Printer/Shared Drive Mapping
Other administrative tasks as assigned by the Help Desk Manager
Support-Shared Equipment Handling: Document the sign-in and sign-out of shared equipment, operate and administer an equipment checkout system for short-term assignments of laptops and other portable IT equipment, ensure all portable IT equipment is current and ready for immediate deployment at all times, track status and whereabouts of all checked-out equipment and ensure checked-out equipment is returned on time.
Equipment Disposal: Assist the Government with disposition of obsolete (or no longer needed) IT-related equipment.
Proficiencies: Knowledge of a help desk ticketing system (preferably BMC Footprints ticketing system). Active Directory. MS Office suite, specifically MS Word and MS Excel. Superb oral, written, customer service, and communication and organizational skills essential.
Service Desk Essential Functions:
Manage incidents, Problems, and Service Requests. Use government-standard implementation of call tracking system for handling help desk tickets.
Ticket Creation and Handling: Receive calls made to a single phone number (provided by the government), via email, in person or contacting on-site support personnel.
Primary point-of-contact for all walk-up tickets and issues
Ensures that all walk-up tickets are entered into the ticketing system.
First point-of-contact for incoming calls.
Provide status and updates on tickets
Update specific tickets if a customer calls the help desk regarding a specific ticket.
Accept all methods of contact and respond in a manner that meets the applicable SLA.
In addition to creating tickets in response to User requests, support tickets created in response to automated alerts and outage/Incident information received from external and internal organizations, such as server support groups, external WAN providers, application support groups, and other government-authorized organizations.
Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM.
Support-Incident Management: Provide impact- and priority- based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible:
Escalate tickets based on expertise and appropriate group membership
Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during normal business hours
Monitor voicemails and emails left for the SD
Log Incidents and Service Requests into the ITSM.
Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from first report to remediation
Perform initial diagnosis/analysis of Incidents and provide immediate resolution/recovery if possible.
Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
Escalate tickets as required by the applicable Service Level Agreements (SLAs)
Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents
Ensure non-IT requests are properly routed to appropriate support organizations.
Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours. Accept Users' requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel:
Provide live telephone coverage
Answer calls in the order they are received in accordance with applicable SLAs
Greet the customer
Verify or update User's contact information
Identify the nature of the Incident and correctly classify it
Record any additional information into the ticketing system
Assign ticket priority based on severity level matrix
Re-cap the problem user is having
Provide the User with a ticket number.
Initial Email Handling: Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs:
Continuously monitor the SD email queue for new requests
Create tickets in a manner that meets and/or exceeds applicable SLA
Verify information with the end User, as required
Provide User with a ticket number.
Critical Events Handling:
Establish means to accept these events and to track them via ITSM tickets
Manage resolution process in a manner that meets and/or exceeds applicable SLA
Make information about these critical events available to all SD agents for real-time reference
Keep information in the Known Errors database current
Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:
Update tickets opened by adding work log information as required by the applicable SLAs
Monitor status of all tickets opened and escalate as required
Coordinate resolution with other internal and external teams, as appropriate
Check the assigned tickets queue on regular basis throughout the NWH
Provide advice and guidance to the Users regarding restoration of interrupted service
Verify ticket resolution with the User
Provide advice and guidance to Users regarding restoration of interrupted service
Ticket Closure: Follow up periodically to verify the service meets client expectations No ticket can be closed without verification from the User that the ticket has, in fact, been fully resolved and that the service has been satisfactorily restored.
Incident Handling and Management: Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain status of open tickets in a manner that meets the SLAs and OLAs.
Problem Handling and Management: Continuously review Incident data as well as other sources of information to identity trends that may lead to discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.
Request Fulfillment (Service Request) Management: Receive requests from a variety of sources including User or technician telephone call and voicemail, User or technician e-mail, and User or technician walk-in:
Log and track requests for IT components and services
Log Service Requests into the ITSM and track their resolution.
Monitor processes that coordinate delivery of IT assets directly to customers and office equipment custodians.
Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
User Notification: Notify Users that equipment is ready for pickup, and status of tickets in the ITSM tool
Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as Dameware or BOMGAR
Application Support: Assist users Users with configuration, troubleshooting and answering "how-to" questions related to usage of standard and other approved applications.
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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 background investigation.