Program Support Technician

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW We are currently seeking a talented and motivated Program Support Technician for a Full Time position.

The Program Support Technician must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Program 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.
• Document and administer all users visiting the Walk-In Center through a visitor log.
• Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into Remedy as appropriate.
• Create and update Service Now tickets as part of the Enterprise 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.
• Resets account passwords, security tokens, PINs, and other administrative account management support activities as needed.
• All work will be contained and documented in the agency’s Remedy ticketing system.

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: Service Now or other ticketing systems. MS Office suite, specifically MS Word and MS Excel. Superb oral, written, and communication skills essential.

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.

• 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…