Computer Technician, Level 2 (On-Site)

Neumo Holdings LLC•Fort Wayne, IN

8h•Onsite

About The Position

We are looking for the right person as much as the right skill set. Technical skills can be taught, but character, attitude, and the way you treat people cannot. The person we hire will represent IT in every interaction, and how they make users feel is just as important as how quickly they close a ticket. Candidates who bring patience, professionalism, humility, and a genuine desire to help will thrive here. Our Computer Technicians are responsible for ensuring the stable operation of computer infrastructure and end-user technology across multiple sites and business units. The Level 2 Computer Technician works independently and as part of a team to install, configure, maintain, and optimize computer hardware, software, and communication links, and to resolve end user problems of a comprehensive and complex nature in a timely and accurate fashion. This role goes beyond standard IT support work: it includes escalation support, hardware deployments, executive onboarding, backup coverage for the Shared Services support team and product specialist functions, and serving as a trusted, consistent point of contact for users and leadership across the organization. Excellent people skills and customer service are essential, and you will assist the manager in meeting service level targets while resolving incidents.

Requirements

Bachelors or Associate degree in Computer Technology or a related field, or 2 or more years of equivalent work experience.
Basic certification such as CompTIA A+ or Network+ required; advanced certifications are always a bonus.
Experience with imaging, installing, and troubleshooting Windows 10 and 11 and Mac.
Experience with Microsoft 365 administration and troubleshooting.
Experience working in an enterprise ticketing system (ServiceNow strongly preferred).
Experience using logs and Event Viewer to troubleshoot issues.
Experience setting up and deploying network printers.
Excellent verbal and written communication and customer service skills, with the ability to adjust tone and detail for audiences ranging from frontline staff to C-level executives.
Demonstrated ability to work independently, manage multiple priorities, and follow through on commitments without step-by-step direction.
A solid understanding of Active Directory, DNS, DHCP, SMTP, SSL VPN, and network services and protocols, with the ability to troubleshoot issues related to those services.

Nice To Haves

Advanced certifications are always a bonus.
Experience with Windows Server (2016, 2019, 2022) is a plus.
Experience with endpoint management platforms such as Microsoft Intune, JumpCloud, or similar MDM and RMM tools is a plus.
Experience supporting remote or distributed user populations is a plus.
iOS and mobile device experience is a bonus.
Some experience leading a project or a small team is a plus.
Experience in a multi-entity or post-merger environment with mixed systems and processes is a plus.

Responsibilities

Resolve Level 1 and Level 2 support tickets in ServiceNow for users across all Neumo business units.
Provide backup support for the Shared Services team, working alongside the primary support contacts and building enough familiarity with their tools, workflows, and priorities to step in and provide seamless coverage when needed.
Provide support to the other technicians who are diagnosing and troubleshooting user issues and assist in their development and training as needed.
Coordinate customer and support issues to ensure timely distribution of knowledge and a positive impact on customer satisfaction.
Perform computer deployments and imaging in line with Neumo equipment standards, including new hire setups and the remote worker welcome bundle.
Provide white-glove onboarding and ongoing support for executives and senior leadership.
Execute testing station rollouts and RMA processing and deployments and keep asset records current in ServiceNow throughout the device lifecycle.
Administer and maintain directory users and groups (Active Directory and Microsoft Entra ID).
Investigate, document, and track recurring or systemic issues so they can be resolved efficiently and recommend system or process modifications to reduce user problems.
Partner with IT leadership and the security team to refine ticket workflows and support processes and proactively flag potential issues and risks before they become incidents.
Represent the team in huddles and cross-functional meetings when the manager is unavailable.
Assist with end user training as required. While IT Support is not a corporate training function, we are sometimes called on to help users learn the tools they depend on.
Perform other duties as assigned.