Job Summary:
The Service Desk Analyst act as the primary point of contact for users seeking technical support, resolving IT-related issues with hardware, software, and network access by troubleshooting problems, providing solutions, and ensuring timely assistance through phone, email, or online ticketing systems, while maintaining accurate records of incidents and service requests to identify trends and improve overall user experience; often requiring strong communication and problem-solving skills.
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) fbi.gov
Duties and 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 retire 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
Education and Experience:
• 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
Knowledge, Skills and Abilities:
• Excellent interpersonal and customer service skills
• Problem solving and critical thinking skills
• Excellent written and verbal communication skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork skills to help other technical support staff
• A+ certification is preferred
Work Environment:
• 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
Physical Demands:
• Must be able to remain in a stationary position for most of the day
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
• This position needs to occasionally move about inside the office
• The person in this position frequently communicates 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.
Requirements
Must-haves
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 retire 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
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
Excellent interpersonal and customer service skills
Problem solving and critical thinking skills
Excellent written and verbal communication skills
Ability to quickly diagnose and resolve technical issues
Exceptional teamwork skills to help other technical support staff
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
Must be able to remain in a stationary position for most of the day
Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
This position needs to occasionally move about inside the office
The person in this position frequently communicates via telephone
Nice-to-haves
A+ certification is preferred
Application prep
Use the role’s language and application details while tailoring your materials.