Senior IT Support SME & Task Lead

Nuaxis-Innovations; Denver (CO); On-site; USD 90,000 - 130,000; Full time

Job summary

NuAxis Innovations seeks a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while leading as SME and supervisor.

You will direct daily work, coordinate queues, monitor performance, reinforce standards, manage escalations, and ensure SLA and customer service expectations are met. Strong ITSM, security, and teamwork skills are essential.

Qualifications

• High school diploma or equivalent required; Bachelor’s Degree preferred.
• HDI Analyst Certification required within 10 business days; CompTIA A+ required within 90 days.
• Microsoft and Apple support certifications preferred.

Responsibilities

• Provide advanced remote and deskside support for incidents, requests, endpoint technologies, user access, business applications, hardware, software, connectivity, and workplace tools.
• Serve as SME and Task Lead for complex incidents, escalations, outages, VIP or high-impact issues, surge support, and recurring issues.
• Provide day-to-day supervision of assigned staff, including work direction, task assignment, shift coverage, and escalations.
• Monitor performance against SLAs, ticket quality, documentation standards, and customer service expectations.
• Support onboarding, training, coaching, mentoring, quality reviews, and performance feedback with leadership.
• Coordinate workload distribution, SLA follow-through, escalation tracking, and customer updates.
• Create, review, update, and retire SOPs, job aids, knowledge articles, and troubleshooting workflows.

Skills

Communication

Stakeholder management

Conflict resolution

Critical thinking

Process improvement

ITSM

Education

High school diploma or equivalent

Bachelor’s degree preferred

HDI Analyst Certification within 10 business days

CompTIA A+ within 90 days

Microsoft/Apple support certifications preferred

Tools

Remedy Service Management

Microsoft Entra ID

Microsoft Azure

Microsoft Intune

Job description

NuAxis Innovations seeks a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while leading as SME and supervisor.

You will direct daily work, coordinate queues, monitor performance, reinforce standards, manage escalations, and ensure SLA and customer service expectations are met. Strong ITSM, security, and teamwork skills are essential.