On-Site IT Service Desk Analyst: Customer Support & Troubleshooting

Neumo; Fairfield, Northern (CA, KY); Hybrid; USD 55,000 - 65,000; Full time

Job summary

Neumo is seeking a Service Desk Analyst to provide first-line IT support from an on-site location in Fairfield, CA. The role covers hardware, software, and network issue resolution via phone, email, and ticketing systems, with emphasis on accurate incident logging and timely service delivery.

The ideal candidate will have a HS Diploma and 1–2 years in customer service, plus experience in an IT call center and working knowledge of Active Directory and TCP/IP.

Qualifications

• HS Diploma is required.
• 1-2 years 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 EUC requests via phone, self-service, or other channels and document needs in the service tracking tool.
• Resolve Incidents and Requests based on known solutions using various support and remote login tools; communicate or implement solutions.
• Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incidents and requests.
• Partner with other IT functions to assist in support of customers; route incident/request tickets and collaborate with staff.
• Create, maintain and retire user access and application access.
• Act as a liaison between customers and technical escalation teams.
• Mentor junior team members and contribute to team growth.
• Work independently as needed.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Teamwork

Interpersonal skills

Education

HS Diploma

Tools

Active Directory

Job description

Neumo is seeking a Service Desk Analyst to provide first-line IT support from an on-site location in Fairfield, CA. The role covers hardware, software, and network issue resolution via phone, email, and ticketing systems, with emphasis on accurate incident logging and timely service delivery.

The ideal candidate will have a HS Diploma and 1–2 years in customer service, plus experience in an IT call center and working knowledge of Active Directory and TCP/IP.