Job Description
Salary: $92,000 - 132,000 per year Requirements:
- High school diploma or equivalent; a bachelors degree is preferred.
- HDI Analyst certification, such as CSA, SCA, DST, or equivalent, is required within 10 business days of hire.
- CompTIA A+ certification is required within 90 days of hire.
- Microsoft certification, such as MCTA, MCSA, MSCE, or MCSM, and Apple Support Certification are preferred.
- Knowledge of incident, problem, change, and ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
- Knowledge of operational coordination in a high-volume enterprise support environment, including queue management, shift coordination, task follow-through, and customer service.
- Critical-thinking, active-listening, written and verbal communication, and process-improvement skills; familiarity with ITIL Foundations, CMMI, or related frameworks.
- Familiarity with enterprise ticketing or ITSM tools; Remedy Service Management experience is preferred.
- Knowledge of Active Directory, account permissions, VPN, Microsoft 365, Windows 11, web browsers, printers, network drives, workstation software, knowledge articles, SOPs, and documented troubleshooting workflows.
- Ability to install, configure, troubleshoot, and maintain Windows, Mac and mobile devices, desktop software, remote desktop tools, antivirus, backup and recovery solutions, and desktop performance.
- Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management, user access, and endpoint support concepts.
- At least two years of experience in an enterprise call center, help desk, service desk, computer support, technical support, or related end-user support environment, including configuring, installing, troubleshooting, and maintaining Windows operating systems in a large network environment.
- Four or more years of related experience is preferred for senior-level consideration.
- Experience with remote and deskside enterprise support, alerts and escalations, endpoint technologies, business applications, user communication, identifying recurring issues, meeting SLAs, accurate ticket documentation, and coordinating daily operational priorities is preferred.
- Employment is contingent upon successful completion of a background investigation.
Responsibilities: - Provide remote and deskside computer support through phone, email, chat, and other approved channels.
- Manage IT incidents and service requests involving applications, access, hardware, software, endpoint technologies, and workplace tools; track, troubleshoot, document, resolve, or escalate them as appropriate.
- Fulfill requests within service-level agreements, provide timely status updates, and escalate issues that cannot be resolved within established timeframes.
- Support user accounts, password resets, VPN, Microsoft 365, Windows workstations, Mac and 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.
- Act as a senior operational contact for ticket workflows, 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 use, documentation quality, escalation criteria, and customer service expectations.
- Create, update, and retire help desk and computer support documentation as needed.
Technologies: - Active Directory
- Azure
- Hardware
- Support
- ITIL
- ITSM
- Microsoft 365
- Microsoft Intune
- Mobile
- Network
- VPN
- Web
- Windows
- Office 365
- Cloud
More:
We are NuAxis, a federal IT company focused on making people and customer experience central to government technology solutions. Our team brings together varied perspectives and works collaboratively to support federal clients, with a people-first approach to delivering IT services. This senior Computer Support Specialist role supports users in an enterprise environment. We identify as an Equal Opportunity/Affirmative Action Employer, including for veterans and people with disabilities. Additional information about our benefits and culture is available through our company resources.
last updated 43 week of 2026
Job Tags
Full time, Work at office, Remote work, Shift work