IT Specialist II

NuAxis Innovations; Washington (District of Columbia); Remote; USD 65,000 - 90,000; Full time

Job summary

NuAxis Innovations is seeking an IT Specialist II for a full-time remote-based role to deliver phone and email IT support to government clients, manage incidents, and ensure SLA compliance with a service‑oriented mindset.

The ideal candidate has 2+ years in a helpdesk environment, experience with Windows 11, Active Directory, Office 365, printer support, and basic networking, plus strong communication and customer-service skills. This role supports nationwide federal operations.

Qualifications

• Two or more years of customer service experience; IT Helpdesk or call center preferred.
• High school diploma or equivalent; Bachelor's degree preferred.
• Experience with Windows 11 operating system and basic IT support.
• Active Directory experience and Office 365 support (Teams, OneDrive, Outlook).
• Familiar with printer support and basic networking concepts.

Responsibilities

• Provide remote telephone-based Call Center / Help Desk / Service Desk support.
• Own, track, troubleshoot and resolve IT incidents and service requests.
• Fulfill requests and resolve incidents daily to meet SLAs.
• Maintain clear communication with users and escalate unresolved issues within timeframes.

Skills

Customer service

Troubleshooting

Communication

Education

High school diploma or equivalent

Bachelor's degree

Tools

Windows 11

Active Directory

Office 365

Printer support

Command Prompt

Web browsers

SharePoint

GlobalProtect VPN

Bomgar

Remedy

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 issues that 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

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!