IT Specialist II

NuAxis Innovations•Washington, DC

8d•Remote

About The Position

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 IT Specialist II for a Full-Time position. Position Summary: This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position requires a high level of IT support knowledge, customer service experience, good communications skills and work ethic. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours

Requirements

Two (2) + years’ of customer service experience. IT Helpdesk/Service desk or call centerexperience preferred.
High school diploma or equivalent. Bachelor's Degree preferred.
Operating Systems (Windows 11)
Active Directory Experience
Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.)
Printer Support Experience
Familiar w/Command Prompts
Web Browsers (Google, Edge, Chrome, and Mozilla)
Troubleshoot basic Wi‑Fi connectivity issues, including SSID identification, password resets, and signal-strength checks.
Assist users with setup, pairing, and basic troubleshooting of wireless accessories (keyboards, mice, headsets, printers, etc.).

Nice To Haves

Sharepoint
VPN Experience (Global Protect.)
Remote Support Software (Bomgar)
Mobile Devices (Android and iOS)
Software Installation Experience
Network Drive Support Experience
Contact Center/Call Center/Helpdesk experience preferred
Customer Service Skills/Customer Experience Training
Customer Advocacy Behaviors
Critical thinking/Problem Solving skills
Effective Communication Strategies
Self-Starter/Resourceful
Independent Learning/Resourcing
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred

Responsibilities

Remote telephone-based Call Center / Help Desk / Service Desk support services
Owning, tracking, troubleshooting and resolving IT incidents and service requests
Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs)
This remote telephone based operational support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving isues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of there requests, and proactively escalating any issues that cannot be resolved within the established timeframes.