Senior IT Support Specialist — Remote & Desk-side Expert

NuAxis, LLC; Boise (ID); Hybrid; USD 52,000 - 78,000; Full time

Job summary

NuAxis, LLC is seeking a talented Computer Support Specialist Sr to provide remote and deskside IT support in a fast-paced federal IT environment. The role covers incident management, user assistance, and proactive problem identification for Windows, Mac, and enterprise applications.

You will operate across VPN, M365, Active Directory, and ITSM workflows, ensuring SLA compliance while coordinating with teams to deliver reliable, secure IT services to government clients.

Qualifications

• Minimum of two years in an enterprise call center, help desk, or related end-user support environment.
• Knowledge of ITIL Foundations, CMMI, or related frameworks.
• Experience configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network.
• Proficient in Active Directory, VPN, Microsoft 365, Windows 11, and standard workstation software.
• Experience with ITSM tools (Remedy preferred) and ticket lifecycle management.

Responsibilities

• Provide remote and deskside computer support via phone, email, chat, and other channels.
• Own, track, troubleshoot, document, resolve, and escalate IT incidents and service requests.
• Fulfill requests within SLAs and provide timely updates while escalating unresolved issues.
• Support user accounts, password resets, VPN, M365, Windows/Mac devices, printers, and remote tools.
• Respond to alerts, collaborate with IT teams, and identify recurring issues to improve service delivery.
• Serve as senior operational point of contact for ticket workflow, queue priorities, and surge support.
• Assist leadership with task delegation and maintain documentation quality and escalation criteria.
• Create, update, and retire help desk documentation as needed.

Skills

IT support

Active Directory

VPN access

Microsoft 365

Windows 11

Mac devices

ITIL Foundations

Remote support

Customer service

Education

HDI Analyst Certification

CompTIA A+ Certification

Bachelor’s Degree preferred

Microsoft Certification

Apple Support Certification

Tools

Remedy Service Management

Remote Desktop

Microsoft Intune

Microsoft Azure

Job description

NuAxis, LLC is seeking a talented Computer Support Specialist Sr to provide remote and deskside IT support in a fast-paced federal IT environment. The role covers incident management, user assistance, and proactive problem identification for Windows, Mac, and enterprise applications.

You will operate across VPN, M365, Active Directory, and ITSM workflows, ensuring SLA compliance while coordinating with teams to deliver reliable, secure IT services to government clients.