Qureos Mentor

NuAxis Innovations

<div><div>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.
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 Tier I Service Desk Specialist for a Full Time position.
Job Summary:
The Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under supervision.
Administrative Essential Functions:<ul><li>
Provide users with a central place to drop off and pick up equipment and pick up Service Request forms.
</li><li>Document and administer all users visiting the Walk-In Center through a visitor log.
</li><li>Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into Remedy as appropriate.
</li><li>Create and update Remedy tickets as part of the Enterprise Service Desk walk-in operations.
</li><li>Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic troubleshooting, email system usage, and other non-hands on activities.
</li><li>Resets account passwords, security tokens, PINs, and other administrative account management support activities as needed.
</li><li>All work will be contained and documented in the agency&rsquo;s Remedy ticketing system.</li></ul>
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, Work with the site personnel to have the equipment shipped to the Government-directed location or have its ownership transferred to the site, Notify the Configuration Management Team to update CMDB.
Create and update daily, weekly, monthly and other project reports, under the guidance of the program manager and continual service improvement manager, to send to the federal government as part of project documentation and deliverables management.
Proficiencies: BMC Remedy ticketing system. MS Office suite, specifically MS Word and MS Excel. Superb oral, written, and communication skills essential.
Service Desk Essential Functions:
Manage incidents, Problems, and Service Requests. Use government-standard implementation of Remedy 7.6 (or higher) for handling tickets.
Ticket Creation and Handling: Receive calls made to a single phone number (provided by the government), via email, via fax or contacting on-site support personnel. Future possibilities include the use of a self-service portal, live chat and texting.<ul><li>
Accept all methods of contact and respond in a manner that meets the applicable SLA.</li><li>
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.</li><li>
Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM.</li></ul>
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:<ul><li>
Escalate tickets based on expertise and appropriate group membership</li><li>
Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours</li><li>
Monitor voicemails and emails left for the SD</li><li>
Log Incidents and Service Requests into the ITSM.</li><li>
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</li><li>
Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.</li><li>
Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved</li><li>
Escalate tickets as required by the applicable Service Level Agreements (SLAs)</li><li>
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</li><li>
Follow-up on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction</li><li>
Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to government management</li><li>
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</li><li>
Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users</li><li>
Ensure non-IT requests are properly routed to appropriate support organizations.</li></ul>
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:<ul><li>
Provide live telephone coverage during NWH of service via the call distribution system</li><li>
Answer calls in the order they are received in accordance with applicable SLAs</li><li>
Greet the customer</li><li>
Verify or update User's contact information</li><li>
Identify the nature of the Incident and correctly classify it</li><li>
Record any additional information into the ticketing system</li><li>
Assign ticket priority based on severity level matrix</li><li>
Provide the User with a ticket number.</li></ul>
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:<ul><li>
Continuously monitor the SD email queue for new requests</li><li>
Create tickets in a manner that meets and/or exceeds applicable SLA</li><li>
Verify information with the end User, as required</li><li>
Provide User with a ticket number.</li></ul>
Initial Fax Handling: Check for requests coming through fax on a regular basis and either (1) scan and attach the document to an already created ticket or (2) create a ticket based on the faxed request as required by the appropriate SLAs:<ul><li>
Continuously monitor the SD fax machine for new Service Requests</li><li>
Create tickets in a manner that meets and/or exceeds applicable SLA</li><li>
Verify information with the User, as required</li><li>
Provide User with a ticket number.</li></ul>
Critical Events Handling:<ul><li>
Establish means to accept these events and to track them via ITSM tickets</li><li>
Manage resolution process in a manner that meets and/or exceeds applicable SLA</li><li>
Make information about these critical events available to all SD agents for real-time reference</li><li>
Keep information in the Known Errors database current</li></ul>
Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:<ul><li>
Update tickets by adding work log information as required by the applicable SLAs</li><li>
Monitor status of all open tickets and escalate as required</li><li>
Coordinate resolution with other internal and external teams, as appropriate</li><li>
Check the assigned tickets queue on regular basis throughout the NWH</li><li>
Provide advice and guidance to the Users regarding restoration of interrupted service</li><li>
Verify ticket resolution with the User</li><li>
Provide advice and guidance to Users regarding restoration of interrupted service</li></ul>
Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change status of the ticket to &quot;Resolved&quot;. Follow up periodically to verify the service meets client expectations; close when completed.
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 all 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:<ul><li>
Log and track requests for IT components and services</li><li>
Log Service Requests into the ITSM and track their resolution.</li><li>
Monitor processes that coordinate delivery of IT assets directly to customers and office equipment custodians.</li></ul>
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 about planned maintenance windows and outages via e-mails.
Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as GoToAssist.
Application Support: Assist users Users with configuration, troubleshooting and answering &quot;how-to&quot; questions related to usage of standard and other approved applications.
Assistive Technology User Support: Assist Users with using assistive technology tools, such as Windows' Ease of Use and Jaws.
On-Line Collaboration Tool Support: Support use and management of provided On-line collaboration solutions such as WebEx by assuming responsibility for scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.
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&mdash;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!
#NAI #DICE</div></div>

Tier I Service Desk Specialist

<div><div>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.
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 Specialist for a Full Time position.
Job Summary:
The Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist must operates with appreciable latitude in developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.
Essential Functions:<ul><li>
Responds and diagnoses problems through discussion with users and hands-on assistance.</li><li>
Provides on-site support to end users on a variety of issues.</li><li>
Identifies, researches, and resolves technical problems.</li><li>
Responds to tickets assigned by Tier 1.</li><li>
Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.</li><li>
Documents, tracks, and monitors tickets to ensure a timely resolution.</li><li>
Provides second-tier support to users&rsquo; applications or hardware issues.</li><li>
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.</li><li>
Simulates or recreates user problems to resolve operating difficulties.</li><li>
Recommends systems modifications to reduce user problems.</li><li>
Performs Moves, Adds and Changes (MAC)</li></ul>
Education/Certification:<ul><li>
The ability to obtain at least one (1) of the following:</li><li>
Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2016 or later</li><li>
Certifications in ITIL v3 Foundations</li><li>
Help Desk Institute's HDA* certification</li><li>
Customer Service Representative Certification</li></ul>
Knowledge Requirements:<ul><li>
Must have at least 2 years of current experience in participating in a desk-side support environment.</li><li>
Must also have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist for Office 2016 or later Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certifications is required.</li></ul>
Experience:<ul><li>
At least 2 years of current experience in participating in a desk-side support environment.</li></ul>
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&mdash;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!
#NAI #DICE</div></div>

Tier II Service Desk Specialist

<div><div>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.
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 Desktop Support Technician for a Full-Time position.
Job Summary:
The Desktop Support Technician will provide on-site client hardware and software desk-side support and remote client-side support for teleworkers, ensuring minimum user downtime.
Essential Functions:<ul><li>
Client technologies include Microsoft Windows and iOS operating systems.</li><li>
Interface with government staff responsible for maintaining the VTC schedules to ensure timely service delivery. Troubleshoot problems and issues with the service and perform corrective actions.</li><li>
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&rsquo;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.</li><li>
Proactively maintain comprehensive images to ensure that all images contain current and up-to-date software applications, all applicable patches, and the latest drivers. Ensure that images comply with prevailing Federal and customer policies and requirements.</li></ul>
Education:
Associates Degree in a computer-related field, Bachelor's degree desired.
Experience:
At least 2 years of desktop and computer peripheral support/troubleshooting experience.
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&mdash;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!
#NAI #DICE</div></div>

Desktop Support Technician

Join NuAxis Innovations and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

NuAxis Innovations

ABOUT_COMPANY

Tier I Service Desk Specialist

Tier II Service Desk Specialist

Desktop Support Technician