Subject Matter Expert (Task Lead)

NuAxis, LLC; Washington (District of Columbia); Hybrid; USD 85,000 - 125,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Advanced remote support

Deskside support

Supervisory leadership

SLA monitoring

ITSM knowledge (Remedy)

Education

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

Tools

Remedy Service Management

Active Directory

VPN

Microsoft 365

Windows 11

Intune/Azure

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it is a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivatedComputer Support Specialist Journeyman.

Job Summary

NuAxis Innovations is seeking a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while serving as a technical, operational, and supervisory lead. This role resolves complex incidents and service requests, provides SME support across endpoint technologies, applications, accounts, connectivity, and workplace tools, and supports leadership by directing daily work, coordinating queues, monitoring performance, reinforcing standards, managing escalations, and ensuring SLA and customer service expectations are met.

Essential Functions

• Some of the primary responsibilities of this role include:
• Provide advanced remote and deskside support through approved channels for incidents, requests, endpoint technologies, user access, business applications, hardware, software, connectivity, and workplace tools.
• Serve as Subject Matter Expert (SME) and Task Lead for complex incidents, escalations, outages, VIP or high-impact issues, surge support, and recurring technical or process issues.
• Provide day-to-day supervision of assigned staff, including work direction, task assignment, prioritization, queue monitoring, shift coverage coordination, operational handoffs, and escalation of personnel or service delivery concerns.
• Monitor individual and team performance against SLAs, ticket quality, documentation standards, customer service expectations, and established procedures.
• Support onboarding, training, coaching, mentoring, quality reviews, staff readiness, and performance feedback in partnership with program leadership.
• Coordinate daily workload distribution, SLA follow-through, escalation tracking, status communication, and customer-impact updates.
• Create, review, update, and retire SOPs, job aids, knowledge articles, troubleshooting workflows, and other support documentation.

Education

• 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.

Knowledge Requirements

• Incident, problem, change, and ticket lifecycle management, including intake, prioritization, queue monitoring, documentation, resolution, escalation, and closure.
• Supervisory and Task Lead practices, including work direction, task assignment, shift coordination, performance monitoring, coaching, feedback, operational handoffs, and escalation follow-through.
• Technical coaching, staff guidance, knowledge transfer, documentation standards, quality review, customer service reinforcement, and process adherence.
• Strong communication, stakeholder coordination, conflict resolution, accountability follow-up, critical thinking, and process improvement skills.
• Enterprise ITSM tools, preferably Remedy Service Management; ITIL, CMMI, or related process frameworks preferred.
• Active Directory, VPN, Microsoft 365, Windows 11, Mac and mobile devices, printers, network drives, remote tools, desktop software, antivirus, backup and recovery, and performance optimization.
• Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management and endpoint support concepts.

Experience

Four (4) or more years of enterprise help desk, service desk, computer support, technical support, or related end-user support experience in a large network environment, including Windows operating systems, advanced remote and deskside support, complex ticket resolution, escalations, endpoint technologies, applications, user communication, SLA performance, documentation, and recurring issue identification. Supervisory experience is desired, including experience serving as a supervisor, team lead, shift lead, task lead, senior technician, or SME responsible for directing daily work, assigning tasks, coordinating coverage, coaching staff, reviewing quality, communicating with leadership, and supporting compliance with service delivery standards.

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!