Remote Federal IT Support Specialist Journeyman

NuAxis Innovations; Worland (WY); On-site; USD 55,000 - 75,000; Full time

Job summary

NuAxis Innovations is seeking a talented and motivated Computer Support Specialist Journeyman to provide remote and deskside enterprise support for Federal Government users, systems, applications, endpoint technologies, accounts, connectivity, and workplace tools.

This role owns, tracks, troubleshoots, documents, resolves, and escalates IT incidents and service requests within established SLAs, maintains clear customer communication, supports alerts and escalations, collaborates with users and

Qualifications

• Provide remote and deskside computer support via phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and expedite 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 escalates 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, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, and approved business applications.
• Respond to alerts and escalations, collaborate with users and IT support groups, and identify recurring issues to improve service delivery.
• Create, update, and retire help desk and computer support documentation as needed.

Responsibilities

• Provide remote and deskside computer support through phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and expedite 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 escalates 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, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, and approved business applications.
• Respond to alerts and escalations, collaborate with users and IT support groups, and identify recurring issues to improve service delivery.
• Create, update, and retire help desk and computer support documentation as needed.

Skills

Customer service

Attention to detail

Critical thinking

Communication

ITIL practices

Education

High school diploma or equivalent

HDI Analyst Certification

CompTIA A+ Certification

Bachelor’s Degree (preferred)

Microsoft Certification (preferred)

Apple Support Certification (preferred)

Mac device support experience (preferred)

Tools

Remedy Service Management

Active Directory

Microsoft Entra ID

Microsoft Azure

Microsoft Intune

Job description

NuAxis Innovations is seeking a talented and motivated Computer Support Specialist Journeyman to provide remote and deskside enterprise support for Federal Government users, systems, applications, endpoint technologies, accounts, connectivity, and workplace tools.

This role owns, tracks, troubleshoots, documents, resolves, and escalates IT incidents and service requests within established SLAs, maintains clear customer communication, supports alerts and escalations, collaborates with users and