Desktop Support Engineer I (On-Site)

Job Description

Job Description

Job Summary:

The Desktop Support Technician provides technical support to end users by installing, maintaining, troubleshooting, and repairing computer hardware, software, peripherals, and related technology systems. This position serves as the primary point of contact for resolving technology issues and ensuring users can effectively utilize organizational technology resources.

The ideal candidate possesses strong technical troubleshooting skills, excellent customer service abilities, and a commitment to delivering timely and professional support in a fast-paced environment.

Duties and Responsibilities:

Technical Support

• Provide first- and second-level technical support to end users via phone, email, remote assistance, and onsite visits.
• Diagnose and resolve hardware, software, operating system, network connectivity, printer, and peripheral issues.
• Escalate complex issues to senior technical staff or appropriate support teams as needed.
• Maintain ownership of assigned support requests through resolution.

Computer Deployment and Maintenance

• Install, configure, and maintain desktop computers, laptops, tablets, mobile devices, and peripheral equipment.
• Perform hardware upgrades and component replacements.
• Install and configure operating systems, software applications, drivers, and updates.
• Prepare and deploy new equipment according to organizational standards.
• Perform equipment replacements and technology refresh activities.

User Support

• Assist users with password resets, account access, software usage, and general technology questions.
• Provide basic training and guidance on standard business applications and technology tools.
• Educate users on technology best practices and security awareness.

Software Support

• Install, configure, and troubleshoot approved software applications.
• Assist with software licensing compliance.
• Coordinate software installations and updates.

Hardware Support

• Desktop computers
• Laptop computers
• Monitors
• Docking stations
• Printers and multifunction devices
• Mobile devices
• Peripheral equipment
• Audio/visual equipment (as assigned)

Asset Management

• Maintain accurate inventory records for assigned technology assets.
• Record equipment assignments, serial numbers, warranty information, and locations.
• Assist with periodic physical inventory audits.

Documentation

• Document all support activities within the organization's service management system.
• Record troubleshooting steps and resolutions.
• Maintain accurate service request documentation.
• Create and update technical documentation and knowledge base articles.

Security and Compliance

• Follow organizational security policies and procedures.
• Assist with endpoint security configuration and updates.
• Report suspected security incidents promptly.
• Protect confidential and sensitive information.

Team Collaboration

• Work collaboratively with other Information Technology personnel.
• Participate in technology projects and system deployments.
• Assist with office moves and technology installations.
• Participate in on-call or after-hours support as required.

Education and Experience:

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent education, technical training, or relevant work experience may be considered.
• One to three years of desktop support, help desk, or technical support experience preferred.
• Experience supporting Windows operating systems and common business applications.
• Experience working in a customer service environment.

Knowledge, Skills and Abilities:

• Windows operating systems
• Microsoft Office and Microsoft 365 applications
• Computer hardware and peripherals
• Active Directory or directory services
• Basic networking concepts
• Remote support tools
• Mobile devices
• Printers and multifunction devices
• Endpoint management solutions
• Service desk or ticketing systems
• Microsoft Azure or Microsoft Entra ID
• Microsoft Intune
• Basic PowerShell scripting
• Industry certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, or similar certifications are preferred.
• Strong analytical and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Effective verbal and written communication.
• Ability to prioritize multiple tasks and meet deadlines.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Adaptability and willingness to learn new technologies.
• Professionalism and sound judgment.

Working Environment:

• This position operates in a professional office environment with frequent interaction with employees and technology users.
• The role may require travel between office locations and occasional after-hours work to support planned maintenance, technology deployments, or emergency response.

Physical Demands:

• Ability to lift and move computer equipment weighing up to 50 pounds.
• Ability to bend, kneel, crawl, and work in confined spaces when installing equipment.
• Ability to travel between work locations, if required.
• Ability to work extended hours or weekends when necessary to support maintenance activities.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.