Remote IT Support Specialist II: Service Desk & SLA Expert

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

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,