Job Details

ID #44977132
State District of Columbia
City Washington
Job type Permanent
Salary USD TBD TBD
Source NuAxis LLC
Showed 2022-08-18
Date 2022-08-17
Deadline 2022-10-16
Category Et cetera
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Deskside Support Manager

District of Columbia, Washington, 20001 Washington USA

Vacancy expired!

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. We are currently seeking a talented and motivated Deskside Support Manager for a Full-Time position. Job Summary: This Deskside Support Manager operational 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 the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes. Leads a team that provides technical assistance to the nationally distributed users of the customer's computer system, network, and other technology products and services. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Leads personnel activities with the collaboration of Deskside Manager to include hiring, training, appraisals, rewards, etc. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge-centered support, and resolution time frames. Provides on-site client hardware and software deskside support and remote client-side support to ensure minimum user downtime. Functions as the primary point of escalation and communication with the technicians from the assignment of tickets to successful resolutions of issues. Maintains excellent communication with peers, customers, team members, and IT Management. Lead technicians across multiple locations. Essential Functions:

  • Supervising on-site Deskside support services, and all aspects of both Remote and Deskside computer support
  • Owning, tracking, and resolving Information Technology (IT) incidents and requests
  • Fulfilling reporting, requests, and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
  • Monitoring technicians' performance to include ticket monitoring, QA oversight, technical escalation, and queue management to ensure no operational risk to SLAs
  • Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
  • Communicating with clients on escalated issues to ensure satisfaction
  • Following up on escalated issues, CARs, coaching ops
  • Interface with government staff responsible for diagnosing and resolving problems when possible and able to document processes and procedures for self-help and informational troubleshooting
  • Troubleshoot problems and issues with the service and perform corrective actions.
  • Conduct training sessions for a large audience and develop ongoing team training
  • Perform lifecycle planning and technology refresh installation services for desktop and laptop computers across the enterprise. (Refresh installation services will be scheduled during task order performance by the Contracting Officer's Representative to specify the location(s), quantity, and timeline requirements of the refresh requirements.)
  • Implement a standard methodology and provide and maintain installation standards and procedures (STIGS, images, etc.) that ensure properly configured systems; continuity of user operations; fully functional applications; and train users to successfully operate new systems and equipment.
  • Drive improvements through innovation, improved processes, exploring opportunities for efficiencies, and understanding of industry best practices
Knowledge Requirements:
  • Incident Management
  • Problem Management
  • Change Management
  • Critical thinking skills
  • Active listening skills and effective communication strategies
  • Enterprise ticketing application experience - ServiceNow experience preferred
  • Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
  • Installation and maintenance of Windows OS
  • Installation and maintenance of Apple preferred
  • Installation and maintenance of mobile devices
  • Installation/updating of desktop software
  • Remote desktop connections
  • Antivirus support
  • Backup and recovery
  • Desktop performance monitoring and optimization
Experience & Education Requirements:
  • 6 + years of experience
  • Associate degree (preferred)
  • A+, Network+ and ITILv4 Foundation (preferred)
  • Security+ (optional)
Other Information: Ability to obtain Government Security Clearance Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now 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 a background investigation. At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balance. NuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefits. More specific information on benefits eligibility will be provided as part of the interview process. #Dice #NAI

Vacancy expired!

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