IT Support Engineer; End User Computing

Position: IT Support Engineer (End User Computing)
The Company

Neora, LLC has established a direct sales business model that provides our products to customers around the globe via thousands of direct sales Brand Partners, resulting in aggressive growth and success since the companys founding in 2011. Neora is positioned for continued growth both domestically and internationally. Neora is based in Dallas, Texas with the basic functional areas including a call center in the corporate office.

We also have entities established in Canada and Mexico (2014), South Korea (2015), Australia (2016), Hong Kong, Colombia and New Zealand (2017), and Singapore (2018).

The Position

The IT Support Engineer (End User Computing) is responsible for delivering high-quality end-user technical support while owning the reliability, configuration, and standards of corporate endpoint and user-facing technologies. This role manages the full endpoint lifecycleincluding device configuration, software deployment, patching, inventory, and advanced troubleshooting across Windows and macOS environments, core productivity applications, and basic networking. The IT Support Engineer serves as the primary owner of end-user computing systems and partners with Infrastructure Engineering by escalating infrastructure-level changes related to core network, server, or cloud architecture, ensuring a secure, compliant, and seamless user experience.

Specific Accountabilities/Essential Functions of Position

Helpdesk & User Support

* Serve as primary resource for all helpdesk inquiries, providing timely and effective resolution

* Maintain ticketing system with proper documentation of issues and resolutions

* Deliver exceptional customer service in all user interactions

* Provide training to employees on IT best practices and tools

* User account onboarding and offboarding

Desktop & Hardware Support

* Install, configure, and troubleshoot desktops, laptops, and operating systems

* Manage software deployments, updates, and patches

* Track and manage IT inventory including desktops, laptops, and peripherals

* Support multifunction printers and conference room equipment

* Support wireless devices (tablets, smartphones, RF devices, handhelds)

Technical Troubleshooting

* Diagnose and resolve Windows applications and networking problems to minimize downtime

* Perform basic network troubleshooting and resolve connectivity issues

* Collaborate with infrastructure teams on escalated network problems

* Identify, troubleshoot, and resolve systematic issues

Documentation & Knowledge Management

* Create and maintain user guides and knowledge base articles

* Document technical findings, processes, and solutions

* Maintain standardized documentation for common issues

* Record all work and changes in ticketing systems

Standards & Compliance

* Ensure compliance with company standards for hardware and software

* Research new technologies and applications as needed

* Recommend policies, procedures, and standards

* Perform regular compliance standards reviews

Job Qualifications

Education & Certifications

* AS or BS degree in related field or equivalent experience

* CompTIA A+, Network+, or Microsoft Certified Professional (preferred)

Experience

* Senior-level desktop support experience

* Helpdesk administration and ticket-based troubleshooting

Technical Skills

* Microsoft Windows Desktop OS 10/11

* Apple macOS

* Third Party software experience

* Microsoft Office Suite

* Network share hosted applications and share management

* DNS, DHCP, Group Policy, and basic networking

* Change management processes

* Reporting and metrics

Core Competencies

* Exceptional analytical, conceptual, and problem-solving abilities

* Strong communication and customer service skills

* Excellent technical documentation skills

* Ability to prioritize and execute tasks in high-pressure environments

* Ability to work independently or as part of a small team

* Self-motivated with strong learning ability and analytical skills

* Adaptable and maintains positive attitude

Applicable Core Competencies

* Integrity Be honest, dependable, maintaining a strong work ethic; work diligently, follow company policies, respect co-workers, build trust and exhibit professional and responsible behavior

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