Desktop Support Engineer I (On-Site)

Neumo Holdings LLC; Stroudsburg (Monroe County); On-site; USD 42,000 - 66,000; Full time

Job summary

Neumo Holdings LLC in Stroudsburg, PA is seeking a Desktop Support Technician to install, troubleshoot, and repair computer hardware and software, and to serve as the primary contact for technology issues.

The role emphasizes strong customer service, problem solving, and timely support in a fast-paced environment, with duties spanning hardware, software, networking, and end-user training.

Qualifications

• Associate degree in IT, CS, or related field preferred.
• One to three years desktop support or help desk experience preferred.
• Experience with Windows OS and business apps.

Responsibilities

• Provide first- and second-level technical support via phone, email, remote, and onsite.
• Install, configure, and maintain desktops, laptops, tablets, and peripherals.
• Assist users with password resets and app usage.
• Document all support activities in the service management system.
• Support security and compliance policies.

Skills

Customer service

Problem solving

Communication

Teamwork

Time management

Organizational skills

Adaptability

Independent work

Education

Associate degree in IT or related field

Tools

Active Directory

Remote support tools

PowerShell

Microsoft 365

ITIL/ Certifications (preferred)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Professional Monroe County, PA, Stroudsburg, PA, US

Job Summary:

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.

Duties and Responsibilities:

Technical Support

• 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.

Computer Deployment and Maintenance

• 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.

User Support

• 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.

Software Support

• Install, configure, and troubleshoot approved software applications.
• Assist with software licensing compliance.
• Coordinate software installations and updates.

Hardware Support

• Desktop computers
• Laptop computers
• Monitors
• Docking stations
• Printers and multifunction devices
• Peripheral equipment
• Audio/visual equipment (as assigned)

Asset Management

• Maintain accurate inventory records for assigned technology assets.
• Record equipment assignments, serial numbers, warranty information, and locations.
• Assist with periodic physical inventory audits.

Documentation

• Document all support activities within the organization's service management system.
• Record troubleshooting steps and resolutions.
• Create and update technical documentation and knowledge base articles.

Security and Compliance

• 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.

Education and Experience

• 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.

Knowledge, Skills and Abilities

• Windows operating systems
• Microsoft Office and Microsoft 365 applications
• Computer hardware and peripherals
• Active Directory or directory services
• Basic networking concepts
• Remote support tools
• Printers and multifunction devices
• Endpoint management solutions
• Service desk or ticketing systems
• 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.
• This position operates in a professional office environment with frequent interaction with employees and technology users.
• The role may require travel between office locations and occasional after-hours work to support planned maintenance, technology deployments, or emergency response.

Physical Demands

• Ability to lift and move computer equipment weighing up to 50 pounds.
• Ability to bend, kneel, crawl, and work in confined spaces when installing equipment.
• Ability to travel between work locations, if required.
• Ability to work extended hours or weekends when necessary to support maintenance activities.