Desktop Support Engineer I (On-Site)

Job Summary

The Desktop Support Engineer I is an IT professional responsible for resolving issues with computer hardware, software, or infrastructure. They respond to user inquiries through various channels, assess problems, and provide solutions using documentation and the Knowledge Base.

Duties and Responsibilities

• Field incoming EUC requests from end users by phone, self-service, or other channels; document customer needs/issues.
• Resolve incidents and requests based on known solutions using support and remote login tools.
• Create and maintain Knowledge Base articles for troubleshooting and resolving issues.
• Partner with other IT functions to assist in support of customers, route tickets, and work with staff to facilitate service and investigate issues.
• 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 members of the team.
• Able to act independently as needed.
• Perform other duties as assigned.

Education and Experience

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

Work Environment

• Stationary position required for most of the day
• Constantly operates a computer and office productivity machinery
• Occasionally moves about inside the office
• Frequent communication via telephone

About Neumo

Neumo is a company with over 40 years of public sector expertise and corporate capability, recognized as a GovTech 100 Company for four consecutive years. We are dedicated to supporting communities and fostering partnerships that enable our customers to achieve their goals. Neumo offers competitive benefits and compensation packages and is committed to creating a diverse and inclusive workplace.

We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.