Desktop Support Engineer III (On-Site)

Job Summary:

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. Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United States (please see following for specifics): https://www.fbi.gov/services/cjis

Duties and Responsibilities:

Provide desktop / laptop / printer and peripheral support to end users, troubleshooting, diagnosing and resolving both hardware, OS and application issues. Provide 1 st 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.