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Advanced Technical Support Specialist

2 months ago

Kansas City, Missouri, United States NuAxis Innovations Full time

At NuAxis Innovations, we are dedicated to enhancing customer experience (CX) at the heart of every government solution.

Our passion lies in technology, while our focus remains on people. We pride ourselves on being a team of innovators and creators, where collaboration is not just a term, but a fundamental principle.

We are currently in search of a skilled and enthusiastic Advanced Technical Support Specialist for a Full-Time role.


Position Overview:
The Advanced Technical Support Specialist is expected to demonstrate proficiency across various intricate tasks. Responsibilities may encompass a wide range of activities, necessitating creativity and resourcefulness in executing assignments. This role requires a significant degree of independence in formulating strategies and proposing solutions to challenges. The Specialist will also contribute to deliverables and performance indicators as necessary.

Key Responsibilities:
- Engage with users to identify and troubleshoot issues through direct interaction and practical assistance.
- Provide on-site technical support for end users facing diverse challenges.
- Investigate, analyze, and resolve technical issues effectively.
- Address tickets escalated from Tier 1 support.

- Ensure all assigned tickets are consistently updated and progressing towards resolution in alignment with service level agreements (SLAs).

- Document, track, and oversee tickets to guarantee prompt resolution.
- Offer second-tier support for user applications or hardware-related concerns.

- Collaborate with network services, software systems engineering, and/or application development teams to restore services and identify core issues.

- Replicate or simulate user issues to troubleshoot operational difficulties.
- Suggest system modifications to minimize user challenges.
- Execute Moves, Adds, and Changes (MAC) as required.

Qualifications:
Candidates should possess the ability to obtain at least one of the following certifications:
- Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or later.
- ITIL v3 Foundations certification.
- Help Desk Institute's HDA certification.
- Customer Service Representative Certification.

Experience:
A minimum of 2 years of relevant experience in a desk-side support environment is required.

At NuAxis Innovations, we are committed to placing people at the forefront of every federal IT solution. Our team consistently goes above and beyond to ensure the success of our federal clients. We recognize that many federal IT initiatives falter due to an overemphasis on tools and products rather than the individuals utilizing them.

Join us in our mission to transform the federal IT landscape.