Computer Support Specialist Sr.

NuAxis Innovations; Washington (District of Columbia); Hybrid; USD 70.000 - 100.000; Vollzeit

Zusammenfassung

NuAxis Innovations, a federal IT company, is seeking a talented Computer Support Specialist Sr to provide remote and deskside support for a broad range of applications, devices, and workplace tools. You will manage incident lifecycle, SLA adherence, and user communications in a high-volume enterprise environment.

The role emphasizes leadership in ticket workflow, escalation criteria, and documentation quality, with certifications and extensive end-user support experience being highly valued.

Qualifikationen

• HDI Analyst Certification required within 10 business days of hire.
• CompTIA A+ Certification required within 90 days of hire.
• Two (2) or more years of experience in enterprise call center, help desk, or related end-user support.
• Experience with Windows OS, MS 365, VPN, and Active Directory is expected.

Aufgaben

• Provide remote and deskside computer support through phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and escalate IT incidents and service requests.
• Fulfill requests within SLAs and provide timely status updates to users.
• Serve as a senior operational point of contact for ticket workflow, queue priorities, and shift coordination.

Kenntnisse

Active listening

Communication skills

Customer service

Critical thinking

ITIL Foundations

Process improvement

ITSM experience

Ausbildung

HDI Analyst Certification

CompTIA A+ Certification

Bachelor's degree preferred

Tools

Remedy

Jobbeschreibung

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.

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, and we are currently seeking a talented and motivated Computer Support Specialist Sr.

• Provide remote and deskside computer support through phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and elevate IT incidents and service requests involving applications, access, hardware, software, endpoint technologies, and workplace tools.
• Fulfill requests within SLAs, provide timely customer status updates, and proactively elevate issues that cannot be resolved within established timeframes.
• Support user accounts, password resets, VPN, Microsoft 365, Windows workstations, Mac devices, mobile devices, printers, network drives, remote support tools, and approved business applications.
• Respond to alerts and escalations, collaborate with users and IT support groups, and identify recurring issues to improve service delivery.
• Serve as a senior operational point of contact for ticket workflow, queue priorities, shift coordination, customer-impacting issues, outage communications, and surge support.
• Assist leadership with approved task delegation and priority follow-through while reinforcing procedures, knowledge article usage, documentation quality, escalation criteria, and customer service expectations.
• Create, update, and retire help desk and computer support documentation as needed.

Education

Required:

• High school diploma or equivalent. Bachelor's Degree preferred.
• HDI Analyst Certification (e.g., CSA, SCA, DST, or equivalent) required within 10 business days of hire.
• CompTIA A+ Certification – required within 90 days of hire.

Preferred

• Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred.
• Apple Support Certification preferred.

Knowledge Requirements

• Incident, problem, change, and ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
• Daily operational coordination, queue awareness, shift coordination, task follow-through, and customer service in a high-volume enterprise support environment.
• Critical thinking, active listening, written and verbal communication, and process improvement practices such as ITIL Foundations, CMMI, or related frameworks.
• Enterprise ticketing or ITSM tools; Remedy Service Management experience preferred.
• Active Directory, account permissions, VPN, Microsoft 365, Windows 11, web browsers, printers, network drives, standard workstation software, knowledge articles, SOPs, and documented troubleshooting workflows.
• Installation, configuration, troubleshooting, and maintenance of Windows OS, Mac devices, mobile devices, desktop software, remote desktop tools, antivirus, backup and recovery, and desktop performance optimization.
• Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management, user access, and endpoint support concepts.

Experience

Required: Two (2) or more years of experience in an enterprise call center, help desk, service desk, computer support, technical support, or related end-user support environment configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.

Preferred: Four (4) or more years of related experience is preferred for senior-level consideration. Preferred experience includes remote and deskside enterprise operations, alerts, escalations, endpoint technologies, business applications, user communication, recurring issue identification, SLA performance, accurate ticket documentation, and coordination of daily operational priorities.

Our Profile

We are an IT company with a unique mission - 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/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture! #NAI #DICE