Desktop Support Engineer I (On-Site)

Neumo Holdings LLC•Fairfield, CA

13h•$25 - $29•Onsite

About The Position

The Desktop Support Engineer I is an IT professional who helps users resolve issues with computer hardware, software, or infrastructure. They respond to user inquiries (phone, chat, or self-service), assess problems and issues with IT equipment and applications, and help resolve issues with known solutions (documentation and Knowledgebase). They also work closely with other IT department personnel to aid on tasks and issues that are outside the scope of their knowledge or expertise. Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United States.

Requirements

HS Diploma
1-2 year customer service experience
1-2 years’ experience supporting an IT call center
Working knowledge of Active Directory
Working knowledge of TCP/IP protocols

Responsibilities

Field Incoming EUC request from end users by either phone, self-service, or other standard communication channels; thoroughly documenting customer needs / issues within the service tracking tool.
Resolve Incidents and Requests based on known solutions using various support and remote login tools; ability to assimilate problems with solutions and communicate or implement to resolve issues or fulfill requests.
Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.
Partner with other IT functions to assist in support of customers; routing incident/request tickets, working directly with other staff to facilitate service and investigate issues.
Creating, maintaining and retiring user access and login accounts and application access.
Act as a liaison between customers and technical escalation teams
Act as a mentor to junior members of the team
Able to act independently as needed
Perform other duties as assigned