IT Specialist II

International Executive Service Corps; Washington (District of Columbia); Remote; USD 65,000 - 90,000; Full time

Job summary

NuAxis is seeking an IT Specialist II for remote, full-time support to government clients in the US. The role emphasizes high-quality customer service, strong IT knowledge, and effective communication to resolve IT incidents and requests.

The candidate will work remotely, handling calls and emails, while maintaining SLA response and resolution times. The position requires familiarity with Windows 11, Active Directory, Office 365, and remote support tools, with preferred experience in SharePoint,

Qualifications

• 2+ years of customer service experience, IT helpdesk or call center preferred.
• High school diploma or equivalent; Bachelor's degree preferred.
• Experience with Windows 11 and Active Directory.
• Familiar with Office 365 (Teams, OneDrive, Outlook).
• Experience with printer support and basic Wi-Fi issues.
• Strong communication and problem-solving skills.

Responsibilities

• Provide remote telephone and email-based IT support to users.
• Own, track, troubleshoot, and resolve incidents and service requests.
• Meet SLAs and communicate status to customers.
• Maintain ownership and escalate issues when needed.
• Assist users with basic setup of wireless accessories and devices.

Skills

Customer service

IT helpdesk

Communication skills

Problem solving

Self-starter

Independent learning

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Active Directory

Office 365

SharePoint

Bomgar

GlobalProtect VPN

Remote support software

Job description

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, so join our team NOW! We are currently seeking a talented and motivated IT Specialist II for a Full-Time position.

Position Summary:

This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position requires a high level of IT support knowledge, customer service experience, good communications skills and work ethic. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.

Key Responsibilities

• Some of the primary responsibilities of this role would include:
• Remote telephone-based Call Center / Help Desk / Service Desk support services
• Owning, tracking, troubleshooting and resolving IT incidents and service requests
• Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs)
• This remote telephone based operational support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving isues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of there requests, and proactively escalating any issuesthat cannot be resolved within the established timeframes.

Qualifications

• Two (2) + years’ of customer service experience. IT Helpdesk/Service desk or call centerexperience preferred.
• High school diploma or equivalent. Bachelor's Degree preferred.
• Operating Systems (Windows 11)
• Active Directory Experience
• Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.)
• Printer Support Experience
• Familiar w/Command Prompts
• Web Browsers (Google, Edge, Chrome, and Mozilla)
• Troubleshoot basic Wi-Fi connectivity issues, including SSID identification, password resets, and signal-strength checks.
• Assist users with setup, pairing, and basic troubleshooting of wireless accessories (keyboards, mice, headsets, printers, etc.).

Preferred

• Sharepoint
• VPN Experience (Global Protect.)
• Remote Support Software (Bomgar)
• Mobile Devices (Android and iOS)
• Software Installation Experience
• Network Drive Support Experience
• Contact Center/Call Center/Helpdesk experience preferred
• Customer Service Skills/Customer Experience Training
• Customer Advocacy Behaviors
• Critical thinking/Problem Solving skills
• Effective Communication Strategies
• Self-Starter/Resourceful
• Independent Learning/Resourcing
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred

Does this opportunity sound like a fit for you?

Our Profile:

We are an IT company with a unique mission 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.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More. about our Benefits and Culture!