Senior IT Support Specialist – Enterprise Help Desk

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

Job summary

NuAxis, LLC is seeking a Computer Support Specialist Sr to provide remote and deskside IT support for a federal client in Washington, DC. The role handles incidents, service requests, password resets, VPN access, and device management across Windows, Mac, mobile, and printers.

The position requires 2+ years in a large enterprise support environment, plus HDI Analyst and CompTIA A+ certifications. Strong communication and problem-solving skills are essential in a fast-paced, SLA-driven setting.

Qualifications

• Two (2) or more years of experience in an enterprise call center, help desk, service desk, computer support, technical support, or related end-user support environment configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.

Responsibilities

• Provide remote and deskside computer support through phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and elevate 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 elevate 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, and approved business applications.
• Respond to alerts and escalations, collaborate with users and IT support groups, and identify recurring issues to improve service delivery.
• Serve as a senior operational point of contact for ticket workflow, queue priorities, shift coordination, customer-impacting issues, outage communications, and surge support.
• Assist leadership with approved task delegation and priority follow-through while reinforcing procedures, knowledge article usage, documentation quality, escalation criteria, and customer service expectations.
• Create, update, and retire help desk and computer support documentation as needed.

Skills

Customer service

Active listening

Written communication

Verbal communication

Critical thinking

Process improvement

ITIL Foundations

Education

HDI Analyst Certification

CompTIA A+ Certification

Bachelor’s degree preferred

Tools

Remedy Service Management

Active Directory

Microsoft Entra ID

Microsoft Azure

Microsoft Intune

Job description

NuAxis, LLC is seeking a Computer Support Specialist Sr to provide remote and deskside IT support for a federal client in Washington, DC. The role handles incidents, service requests, password resets, VPN access, and device management across Windows, Mac, mobile, and printers.

The position requires 2+ years in a large enterprise support environment, plus HDI Analyst and CompTIA A+ certifications. Strong communication and problem-solving skills are essential in a fast-paced, SLA-driven setting.