Computer Support Specialist-Journeyman

NuAxis Innovations • Vale, OR

11d

About The Position

NuAxis Innovations is seeking a Computer Support Specialist Journeyman to provide remote and deskside enterprise support for Federal Government users, systems, applications, endpoint technologies, accounts, connectivity, and workplace tools. The role is responsible for owning, tracking, troubleshooting, documenting, resolving, and escalating IT incidents and service requests within established SLAs. It also requires clear customer communication, support for alerts and escalations, collaboration with users and IT support groups, and contribution to service improvements through consistent procedures, documentation, and identification of recurring issues.

The specialist provides support through phone, email, chat, and other approved channels. Supported technologies and services include user accounts, password resets, VPN, Microsoft 365, Windows workstations, Mac and mobile devices, printers, network drives, remote support tools, Microsoft Entra ID, Microsoft Azure, Microsoft Intune, and approved business applications. The role also involves creating, updating, and retiring help desk and computer support documentation.

Requirements

• 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.
• 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 configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.
• Knowledge of incident, problem, change, and ticket lifecycle management, including intake, categorization, prioritization, documentation, resolution, escalation, and closure.
• Knowledge of daily operational coordination, queue awareness, task follow-through, and customer service in a high-volume enterprise support environment.
• Critical thinking, active listening, written and verbal communication, and process improvement knowledge such as ITIL Foundations, CMMI, or related frameworks.
• Knowledge of enterprise ticketing or ITSM tools.
• Knowledge of Active Directory, account permissions, VPN, Microsoft 365, Windows 11, macOS support, web browsers, printers, network drives, standard workstation software, knowledge articles, SOPs, and documented troubleshooting workflows.
• Knowledge of installation, configuration, troubleshooting, and maintenance of 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.

Nice To Haves

• Bachelor’s degree.
• Microsoft Certification (e.g., MTA, MCSA, MCSE, MCSM, Azure, Entra ID, Intune, or equivalent).
• Apple Support Certification.
• Hands-on Mac device support experience.
• Remedy Service Management experience.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED