Senior IT Support Specialist — Remote & Deskside Expert

NuAxis Innovations; Washington (District of Columbia); Hybrid; USD 70,000 - 100,000; Full time

Job summary

NuAxis Innovations, a federal IT company, is seeking a talented Computer Support Specialist Sr to provide remote and deskside support for a broad range of applications, devices, and workplace tools. You will manage incident lifecycle, SLA adherence, and user communications in a high-volume enterprise environment.

The role emphasizes leadership in ticket workflow, escalation criteria, and documentation quality, with certifications and extensive end-user support experience being highly valued.

Qualifications

• HDI Analyst Certification required within 10 business days of hire.
• CompTIA A+ Certification required within 90 days of hire.
• Two (2) or more years of experience in enterprise call center, help desk, or related end-user support.
• Experience with Windows OS, MS 365, VPN, and Active Directory is expected.

Responsibilities

• Provide remote and deskside computer support through phone, email, chat, and other approved channels.
• Own, track, troubleshoot, document, resolve, and escalate IT incidents and service requests.
• Fulfill requests within SLAs and provide timely status updates to users.
• Serve as a senior operational point of contact for ticket workflow, queue priorities, and shift coordination.

Skills

Active listening

Communication skills

Customer service

Critical thinking

ITIL Foundations

Process improvement

ITSM experience

Education

HDI Analyst Certification

CompTIA A+ Certification

Bachelor's degree preferred

Tools

Remedy

Job description

NuAxis Innovations, a federal IT company, is seeking a talented Computer Support Specialist Sr to provide remote and deskside support for a broad range of applications, devices, and workplace tools. You will manage incident lifecycle, SLA adherence, and user communications in a high-volume enterprise environment.

The role emphasizes leadership in ticket workflow, escalation criteria, and documentation quality, with certifications and extensive end-user support experience being highly valued.