Desktop Support Engineer ; On-Site

Job Summary

The Desktop Support Engineer I is an IT professional who helps users resolve issues with computer hardware, software, or infrastructure. They respond to user inquiries via phone, chat, or self-service, assess problems with IT equipment and applications, and help resolve issues with known solutions using documentation and the knowledge base. They also work closely with other IT department personnel to assist with tasks and issues that are outside their knowledge or expertise.

• Field incoming EUC requests from end users by phone, self-service, or other communication channels and document customer needs/issues in the service tracking tool.
• Resolve incidents and requests based on known solutions using various support and remote login tools; assimilate problems and communicate solutions.
• Create and maintain knowledge base articles used in troubleshooting, resolving, and routing incidents and requests.
• Partner with other IT functions to support customers; route and investigate incidents/requests and work directly with staff to facilitate service.
• Create, maintain, and retire user access and login accounts and application access.
• Act as a liaison between customers and technical escalation teams.
• Act as a mentor to junior team members.
• Work independently as needed.
• Perform other duties as assigned.

• High School Diploma required.
• 1–2 years of customer service experience.
• 1–2 years’ experience supporting an IT call center.
• Working knowledge of Active Directory.
• Working knowledge of TCP/IP protocols.

The noise level is usually moderate. The employee works in an office setting at an individual workstation using a telephone and computer.

• Must remain in a stationary position for most of the day.
• Constantly operate a computer and other office productivity machinery, such as a printer/copy machine.
• Occasionally move about inside the office.
• Frequently communicate via telephone.

This position requires passing a California Law Enforcement Telecommunications (CLETS) background check and authorization to work in the United States.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non‑disqualifying physical handicap, and age.