Computer Support Specialist-Journeyman
About the role
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’s a state of mind. We believe happy employees do amazing work. NuAxis Innovations is seeking a talented and motivated Computer Support Specialist Journeyman to provide remote and deskside enterprise support for Federal Government users, systems, applications, endpoint technologies, accounts, connectivity, and workplace tools. This role owns, tracks, troubleshoots, documents, resolves, and escalates IT incidents and service requests within established SLAs, maintains clear customer communication, supports alerts and escalations, collaborates with users and IT support groups, and helps improve service delivery through consistent procedures, documentation, and recurring issue identification.
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 involving applications, access, hardware, software, endpoint technologies, and workplace tools.
- Fulfill requests within SLAs, provide timely customer status updates, and proactively escalate 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, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, and approved business applications.
- Respond to alerts and escalations, collaborate with users and IT support groups,