Senior IT Support SME & Task Lead (Remote/Deskside)

NuAxis, LLC; Washington (District of Columbia); Hybride; USD 85 000 - 125 000; Plein temps

Résumé du poste

NuAxis, LLC seeks a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while guiding staff and coordinating daily work. This role resolves complex incidents and drives performance to meet SLA expectations.

The candidate will supervise a team, mentor staff, and develop knowledge resources, ensuring robust support across endpoint technologies and applications while aligning with program leadership.

Qualifications

• Four or more years of enterprise help desk or related end-user support experience in a large network environment.
• HDI Analyst Certification required within 10 business days; CompTIA A+ within 90 days.
• Supervisory experience or team lead responsibilities preferred.
• ITIL/CMMI or related process frameworks knowledge preferred.
• Strong knowledge of AD, VPN, M365, Windows 11, and device management.

Responsabilités

• Provide advanced remote and deskside support for Federal Government users.
• Serve as SME and Task Lead for complex incidents, escalations, outages, and high-impact issues.
• Provide day-to-day supervision, task assignments, and queue management for staff.
• Monitor SLAs, ticket quality, and documentation standards.
• Create and maintain SOPs, knowledge articles, and troubleshooting workflows.
• Coordinate workload, escalations, and customer updates with leadership.

Connaissances

Advanced remote support

Deskside support

Supervisory leadership

SLA monitoring

ITSM knowledge (Remedy)

Formation

High school diploma or equivalent

Bachelor's degree preferred

HDI Analyst Certification within 10 business days

CompTIA A+ within 90 days

Microsoft/Apple certifications preferred

Outils

Remedy Service Management

Active Directory

VPN

Microsoft 365

Windows 11

Intune/Azure

Description du poste

NuAxis, LLC seeks a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while guiding staff and coordinating daily work. This role resolves complex incidents and drives performance to meet SLA expectations.

The candidate will supervise a team, mentor staff, and develop knowledge resources, ensuring robust support across endpoint technologies and applications while aligning with program leadership.