Desktop Support Engineer I (On-Site)

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    "requisitionDescription": "<div><p style=\"margin-left:0in;\" data-pasted=\"true\"><strong><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Job Summary:</span></strong></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>The Desktop Support Engineer I - is an IT professional who helps users resolve issues with computer hardware, software, or infrastructure. They respond to users inquires (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.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United States (see below for specifics)&nbsp;</strong><a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.fbi.gov%2Fservices%2Fcjis&data=05%7C02%7CStephen.Garcia%40avenuinsights.com%7Ce87a66d3ce424f40b3c808dd67d1d1ae%7C0a0ed688da7e434eb6a9ed8cab7f31e1%7C0%7C0%7C638780873064689403%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=rRZEsUsGFI0KpA1JCVELD7lQ%2F43qG1xgAny6BNT9TOY%3D&reserved=0\" target=\"_blank\" style=\"color: rgb(0, 0, 0);\"><strong>https://www.fbi.gov/services/cjis</strong></a></span></p><p style=\"margin-left:0in;\"><br><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Duties and Responsibilities:&nbsp;</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Creating, maintaining and retire user access and login accounts and application access.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Act as a liaison between customers and technical escalation teams</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Act as a mentor to junior members of the team</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Able to act independently as needed</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Perform other duties as assigned</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Education and Experience:</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>HS Diploma</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>1-2 year customer service experience</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>1-2 years&rsquo; experience supporting an IT call center</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Working knowledge of Active Directory</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Working knowledge of TCP/IP protocols</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Work Environment:</strong></span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual work station, using telephone and computer</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Physical Demands</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Must be able to remain in a stationary position for most of the day</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Constantly operates a computer and other office productivity machinery, such as a printer/copy machine</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>This position needs to occasionally move about inside the office</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>The person in this position frequently communicates via telephone</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Neumo Summary:</strong></span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.</span></p><p style=\"margin-left:0in;\"><em><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></em></p></div>\n",
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