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, so join our team NOW! We are currently 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, and identify recurring issues to improve service delivery.
• Create, update, and retire help desk and computer support documentation as needed.

Requirements

• Education: High school diploma or equivalent.
• HDI Analyst Certification (e.g., CSA, SCA, DST, or equivalent) required within 10 business days of hire.
• CompTIA A+ Certification – required within 90 days of hire.
• Preferred: Bachelor’s Degree.
• Preferred: Microsoft Certification (e.g., MTA, MCSA, MCSE, MCSM, Azure, Entra ID, Intune, or equivalent).
• Preferred: Apple Support Certification; Hands‑on Mac device support experience.
• Knowledge of incident, problem, change, and ticket lifecycle management; daily operational coordination; critical thinking; active listening; written and verbal communication; process improvement practices (ITIL Foundations, CMMI, or related frameworks).
• Experience with enterprise ticketing or ITSM tools; Remedy Service Management experience preferred.
• Working knowledge of Active Directory, account permissions, VPN, Microsoft 365, Windows 11, macOS support, web browsers, printers, network drives, standard workstation software, knowledge articles, SOPs, documented troubleshooting workflows.
• Ability to install, configure, troubleshoot, and maintain Windows OS, macOS, Mac devices, mobile devices, desktop software, remote desktop tools, antivirus, backup and recovery, and desktop performance optimization.
• Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management, user access, and endpoint support concepts.
• Two (2) or more years of experience in an enterprise call center, help desk, service desk, computer support, technical support, or related end‑user support environment configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.
• Preferred experience with remote and deskside enterprise operations, alerts, escalations, endpoint technologies, business applications, user communication, recurring issue identification, SLA performance, accurate ticket documentation, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, endpoint management support, macOS, Mac devices, and mobile devices.