Desktop Support Specialist, Sr.

Job Description

Job Description

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 company’s 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 Senior Desktop Support Specialist owns all end-user computing for Neora’s corporate environment. As the dedicated owner of desktop support, this role is responsible for the full lifecycle of endpoint and user-facing technology — from device configuration and software deployment to standards enforcement and user support. This is a highly autonomous position that partners closely with the Senior Infrastructure Engineer on escalated issues, while independently owning all desktop, hardware, and helpdesk operations day-to-day.

The right candidate thrives in a small team environment, takes pride in building reliable systems and processes, and sees desktop ownership as an opportunity to make a direct and visible impact on the organization.

Specific Accountabilities/Essential Functions of Position

Helpdesk & User Support

• Own and manage the full helpdesk function as the primary point of contact for all end-user technical needs
• Ensure timely, effective resolution of all support requests with proper ticketing documentation
• Deliver exceptional customer service and serve as a trusted technology resource for all staff
• Develop and deliver training to employees on IT tools, best practices, and self-service options
• Own the user account onboarding and offboarding process end-to-end

Endpoint & Hardware Ownership

• Own the full endpoint lifecycle — procurement readiness, configuration, deployment, patching, and retirement — across Windows and macOS
• Establish and maintain desktop standards for hardware builds, software configurations, and security baselines
• Manage all software deployments, updates, and patch cycles
• Maintain accurate IT asset inventory including desktops, laptops, and peripherals
• Own support for multifunction printers, conference room technology, and wireless devices

Technical Troubleshooting

• Diagnose and resolve Windows and macOS application and networking issues independently
• Perform basic network troubleshooting and resolve end-user connectivity issues
• Collaborate with the infrastructure team on escalated network or server level problems
• Proactively identify recurring issues and implement systematic fixes to prevent repeat tickets

Documentation & Standards

• Build and maintain a knowledge base of user guides, standard procedures, and technical documentation
• Document all technical findings, processes, and solutions
• Own and enforce compliance with company hardware and software standards
• Recommend and implement improvements to IT policies, procedures, and configurations

Job Qualifications

Education & Certifications

• AS or BS degree in related field or equivalent experience
• CompTIA A+, Network+, or Microsoft Certified Professional (preferred)

Experience

• 2–4 years of desktop support or helpdesk experience in a corporate environment
• Experience owning or independently managing end-user support functions
• Ticket-based troubleshooting and documentation experience

Technical Skills

• Microsoft Windows Desktop OS 10/11
• Apple macOS
• Third Party software experience
• Microsoft 365 / Office Suite
• Active Directory — user account management, Group Policy basics
• Network share management, DNS, DHCP, and basic networking concepts
• Third-party software installation, licensing, and support

Core Competencies

• Takes ownership — follows through and closes the loop
• Strong analytical and problem-solving skills
• Excellent communication and customer service skills
• Comfortable building processes and documentation from the ground up
• Thrives working independently within a small, collaborative team
• Self-motivated, adaptable, and positive under pressure

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
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
• Problem Solving - Identifies and resolves problems efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason.
• Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and concisely; Edits work; Varies writing style to meet specific needs; Presents data effectively; Able to read and interpret written information.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to handle frequent change, delays, or unexpected events.

Core Values

• Encourage an Entrepreneurial Spirit – Believe in your dreams enough to get outside your comfort zone. Remember to live life on your own terms.
• Create a Positive Team Spirit and Family Atmosphere – A positive spirit is a valuable asset, and we aspire to use it every day. For Neora, the cliché’ “the family who plays together, stays together” is way of life. We take our work seriously, but we are also a fun-loving family.
• Be Determined – In our business, it’s important to stay the course. Our outlook is such that obstacles are only opportunities in disguise.
• Have Fun and Help Others to Have Fun – Neora consist of real people with a can-d attitude who want to create real change. Having fund helps work, which makes us more productive.
• Dream Big and Act on It Daily – Dreams consist of many smaller goals that can be acted up on daily. That’s how Neora grows as a brand, and that’s how we want our people to grow too.
• Embrace and Drive Change – WE know it’s important to stay one step ahead and continually evolve. Change is necessary for growth, as a business and as a person. So, we will always seek new ways to grow and improve.
• Slow Down to Go Fast - Haste makes waste. Slow and steady wins the race. Get the job done right the first time. Quality over quantity. You get the idea.
• Practice Servant Leadership – We believe that the best leaders are givers, not takers. WE help each other and provide selfless service, because that’s what a family does.
• Be Real – At Neora, our mantra is real: getting real, being real, and creating real change. But we also want to attract genuine people who can be themselves and have fun.
• Pursue Constant Development Self – No matter how successful or accomplished one might be, there are always more improvements to be made.

Neora is an EEO Employer of all people including Females/Minorities/Veterans/Individuals with Disabilities. As an Equal Employment Opportunity employer, all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.