Computer Technician, Level 2 – On-Site

Jobtailor

California (MO)

On-site

USD 42,000 - 64,000

Full time

3 days ago

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Job summary

Neumo is seeking an IT Support Specialist to resolve Level 1–2 tickets across all business units, assist with imaging and onboarding, and provide white-glove support for executives. You will manage ServiceNow tickets, maintain asset records, and coordinate with IT teams to keep services running smoothly.

The role emphasizes strong communication, independent work, and the ability to handle multiple priorities, with on-call rotation and deployment of devices, printers, and remote worker bundles.

Qualifications

Bachelor’s or Associate degree in Computer Technology or 2+ years of related experience.
CompTIA A+ or Network+ certification required.
Imaging, installing, and troubleshooting Windows 10/11 and macOS.
Microsoft 365 administration and troubleshooting experience.
Experience with enterprise ticketing systems; ServiceNow preferred.
Using logs and Event Viewer to troubleshoot issues.
Deploying network printers.
Excellent written and verbal communication and customer service.
Ability to work independently and manage multiple priorities.
Knowledge of Active Directory, DNS, DHCP, SMTP, SSL VPN, and network services.

Responsibilities

Resolve Level 1 and 2 support tickets in ServiceNow for users across Neumo units.
Provide backup support for the Shared Services team.
Image, install, and troubleshoot Windows 10/11 and Mac devices.
Onboard and support executives with white-glove service.
Maintain asset records in ServiceNow throughout device lifecycle.
Administer directory users and groups in Active Directory and Entra ID.
Investigate and document recurring issues; propose fixes.
Collaborate with IT leadership to refine ticket workflows.
Participate in on-call rotation and cross-functional huddles.
Support end-user training as required.

Skills

ServiceNow

Windows troubleshooting

Mac troubleshooting

Microsoft 365 administration

Active Directory

Customer service

Event Viewer

Printer deployment

On-call rotation

Ticketing system experience

Education

Bachelor's or Associate degree in Computer Technology or related field

2+ years of equivalent work experience

Tools

ServiceNow

Event Viewer

Intune

JumpCloud

Entra ID

Job description

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
Support technicians diagnosing and troubleshooting user issues and assist with development and training
Coordinate customer and support issues to ensure timely knowledge distribution and customer satisfaction
Perform computer deployments and imaging, including new hire setups and remote worker welcome bundles
Provide white-glove onboarding and ongoing support for executives and senior leadership
Execute testing station rollouts, RMA processing, and deployments
Maintain asset records in ServiceNow throughout the device lifecycle
Administer and maintain directory users and groups in Active Directory and Microsoft Entra ID
Investigate, document, and track recurring or systemic issues
Recommend system or process modifications to reduce user problems
Partner with IT leadership and security to refine ticket workflows and support processes
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
Perform other duties as assigned

Requirements

Bachelor's 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
Experience 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
Ability to adjust tone and detail for audiences ranging from frontline staff to C-level executives
Ability to work independently, manage multiple priorities, and follow through on commitments without step-by-step direction
Understanding of Active Directory, DNS, DHCP, SMTP, SSL VPN, and network services and protocols, with troubleshooting ability
Ability to lift up to 50 pounds
Willingness and ability to participate in an on-call rotation
Windows Server 2016, 2019, or 2022 experience is a plus
Experience with 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 small team is a plus
Experience in a multi-entity or post-merger environment with mixed systems and processes is a plus

Core Competencies

Demonstrates expertise in troubleshooting and resolving technical issues across various platforms, including Windows and Mac systems, while providing exceptional customer service and support to users at all levels. Proficient in managing ticket workflows in ServiceNow and maintaining asset records throughout the device lifecycle.

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