Service Desk Engineer Remote, West Coast - Neat

Key Responsibilities

• Serve as the initial point of contact for customers and internal users, receiving and documenting incidents and service requests.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues on Windows and macOS devices using remote support tools.
• Escalate complex problems to higher‑level support teams while ensuring timely follow‑up and communication.
• Maintain accurate records in the ticketing system, update knowledge base articles, and adhere to ITIL incident management processes.
• Collaborate with cross‑functional teams to improve service delivery and contribute to continuous improvement initiatives.

• 2+ years of experience in a service desk or technical support role.
• Proficiency with Windows and macOS operating systems and common productivity applications.
• Experience using ticketing platforms (e.g., Service Now, Jira Service Management) and remote support tools.
• Strong communication skills and a customer‑focused attitude.
• Basic understanding of ITIL concepts and incident management best practices.