Desktop Support Engineer III (On-Site)

IT User Services Support

Provide end user computing support for all personal computer needs including but not limited to: Service Desk phone support, L3 Desktop support/hardware-software, hardware deployment, Mobility and A/V support.

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

Duties and Responsibilities:

• Provide desktop / laptop / printer and peripheral support to end users, troubleshooting, diagnosing and resolving both hardware, OS and application issues.
• Provide 1st level phone support via Call Center ACD to triage, resolve and fulfill needs providing first call resolution to internal customers
• Primary support provider for Sr. Mgmt., elected officials and VIP staff – very strong customer service skills and tact; must be able to maintain trust with customers and confidential information
• Utilize Service Now problem management tool to monitor, track and update service needs.
• Inventory and image Windows-based computers following scripts and process guides; strong understanding of Windows 10/11 operating system/troubleshooting and repair, security protocols and basic networking knowledge
• Strong multi-tasking skills
• Install and configure applications following instruction set as well as create documentation and knowledge articles to streamline support
• Coordinate with end user customer; scheduling deployment and support time and any special needs; high attention to customer service and detail
• Maintain workload within required SLAs and timelines
• Complete all required documentation; ensure customer expectations are met

Education and Experience:

• 3+ yrs experience working with Windows 10/11 computers/laptops troubleshooting and resolving hardware and software issues and deploying computers in a business environment.
• Experience supporting executive, VIP staff in a business environment.

Knowledge, Skills and Abilities:

• Extensive Sr.level knowledge of Windows 10/11 operating system; Microsoft 365 application suite, Windows/Dell computer hardware (both desktop and laptop).
• Certifications in Windows 10 /11/ O365 support, troubleshooting and repair, A+ desired and a plus.

Work Environment :

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands :

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

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.

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.