Desktop Support Engineer I (On-Site)

Neumo Holdings LLC•Stroudsburg, PA

7d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

Associate degree in Information Technology, Computer Science, or a related field
Industry certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, or similar certifications

Responsibilities

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.
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.
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.
Install, configure, and troubleshoot approved software applications.
Assist with software licensing compliance.
Coordinate software installations and updates.
Maintain accurate inventory records for assigned technology assets.
Record equipment assignments, serial numbers, warranty information, and locations.
Assist with periodic physical inventory audits.
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.
Follow organizational security policies and procedures.
Assist with endpoint security configuration and updates.
Report suspected security incidents promptly.
Protect confidential and sensitive information.
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.