Subject Matter Expert (Task Lead)

Job Summary

NuAxis Innovations is seeking a Computer User Support Specialist - Subject Matter Expert (Task Lead) to provide advanced remote and deskside support for Federal Government users while serving as a technical, operational, and supervisory lead. This role resolves complex incidents and service requests, provides SME support across endpoint technologies, applications, accounts, connectivity, and workplace tools, and supports leadership by directing daily work, coordinating queues, monitoring performance, reinforcing standards, managing escalations, and ensuring SLA and customer service expectations are met.
Essential Functions

• Some of the primary responsibilities of this role include:
• Provide advanced remote and deskside support through approved channels for incidents, requests, endpoint technologies, user access, business applications, hardware, software, connectivity, and workplace tools.
• Serve as Subject Matter Expert (SME) and Task Lead for complex incidents, escalations, outages, VIP or high-impact issues, surge support, and recurring technical or process issues.
• Provide day-to-day supervision of assigned staff, including work direction, task assignment, prioritization, queue monitoring, shift coverage coordination, operational handoffs, and escalation of personnel or service delivery concerns.
• Monitor individual and team performance against SLAs, ticket quality, documentation standards, customer service expectations, and established procedures.
• Support onboarding, training, coaching, mentoring, quality reviews, staff readiness, and performance feedback in partnership with program leadership.
• Coordinate daily workload distribution, SLA follow-through, escalation tracking, status communication, and customer-impact updates.
• Create, review, update, and retire SOPs, job aids, knowledge articles, troubleshooting workflows, and other support documentation.

Education

• High school diploma or equivalent required; Bachelor's Degree preferred.
• HDI Analyst Certification required within 10 business days; CompTIA A+ required within 90 days.
• Microsoft and Apple support certifications preferred.

Knowledge Requirements

• Incident, problem, change, and ticket lifecycle management, including intake, prioritization, queue monitoring, documentation, resolution, escalation, and closure.
• Supervisory and Task Lead practices, including work direction, task assignment, shift coordination, performance monitoring, coaching, feedback, operational handoffs, and escalation follow-through.
• Technical coaching, staff guidance, knowledge transfer, documentation standards, quality review, customer service reinforcement, and process adherence.
• Strong communication, stakeholder coordination, conflict resolution, accountability follow-up, critical thinking, and process improvement skills.
• Enterprise ITSM tools, preferably Remedy Service Management; ITIL, CMMI, or related process frameworks preferred.
• Active Directory, VPN, Microsoft 365, Windows 11, Mac and mobile devices, printers, network drives, remote tools, desktop software, antivirus, backup and recovery, and performance optimization.
• Working knowledge of Microsoft Entra ID, Microsoft Azure, and Microsoft Intune, including device management and endpoint support concepts.

Experience

Four (4) or more years of enterprise help desk, service desk, computer support, technical support, or related end-user support experience in a large network environment, including Windows operating systems, advanced remote and deskside support, complex ticket resolution, escalations, endpoint technologies, applications, user communication, SLA performance, documentation, and recurring issue identification. Supervisory experience is desired, including experience serving as a supervisor, team lead, shift lead, task lead, senior technician, or SME responsible for directing daily work, assigning tasks, coordinating coverage, coaching staff, reviewing quality, communicating with leadership, and supporting compliance with service delivery standards.

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