NEOGOV · 4 months ago
IT Customer Support - Entry
Bellevue, WA
Full-time
Onsite
Entry Level
$64K/yr - $86K/yr
1+ years expNEOGOV is a technology services provider for educational institutions, and they are seeking an IT Customer Support - Entry to join their Technology Support Services team. This role involves providing first-line support to students and staff, managing service desk tickets, and assisting with hardware and software issues.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Provide customer service by maintaining a friendly and patient demeanor, actively listening to user concerns, and efficiently communicating solutions
Provide technical assistance and support to students, staff and faculty via phone, email, ticket requests or in-person visits. Assist with troubleshooting and resolving hardware and software issues
Create and manage Service Desk tickets utilizing Team Dynamix Service Management tool to track and prioritize user requests and incidents. Ensure that tickets are accurately documented and resolved in a timely manner. Escalate issues to Tier 2 support or higher
Assist users password resets with Multi-Factor Authentication (MFA) and account access. Verify user identities and configure authentication methods in Azure, as well as managing access permissions and security settings in applications like WordPress
Maintain accurate records and documentation of hardware and software configurations, user accounts, and resolved issues. Update knowledge base articles to facilitate self-help
Provide basic training or informational sessions to end-users to improve their computer literacy and ability to use common software applications
Install, configure, and set up desktop computers, laptops, printers, and other hardware peripherals
Diagnose and repair hardware issues, such as malfunctioning components or physical damage. Including peripheral support such as monitors, keyboards, mice and external storage devices
Install and update operating systems, software applications, and patches as needed utilizing tools such as InTune and Jamf
Provide support for common operating systems (e.g., Windows, macOS) by resolving issues and assisting with user configurations
Identify and resolve network connectivity issues related to cabling or wireless connections on both open and secured networks
Provide remote assistance to off-site or remote users, helping them troubleshoot software issues and configure applications
Assist with troubleshooting and configuring mobile devices (laptops and/or tablets) used by employees
Maintain an inventory of IT assets utilizing internal asset management tools, track equipment changes, and assist with procurement and disposal processes
Installing and configuring new workstations systems on the college network according to college standards
Installing and configuring, upgrading, testing and maintaining software applications on college workstations
Installing, configuring, testing and maintaining peripheral devices
Accurate and current maintenance of asset information in the inventory database
Accurate and current information about retired / surplussed assets in the inventory database
Qualification
Required
AA degree in technology related field OR equivalent education/experience
Experience of 1-2 years in customer service, handling level 1 support, including ticket intake, ticket resolution and ticket escalation
Ability to effectively manage multiple tasks with a strong focus on detail and thoroughness
Knowledge of computer Operating Systems (Windows and Mac OS) along with software applications
Experience working in a team environment
Proficiency in IT security
Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds
Experience in desktop and mobile device support
Experience in technical documentation and customer interaction documentation
Effective verbal and written communications skills
Preferred
Experience in level 1 customer support working at a Technology Service Desk or in close conjunction with one
Demonstrate problem solving and critical thinking skills
Benefits
Comprehensive compensation package with salary and benefits as the main components
Generous is offered through Washington State plans that includes multiple medical, dental, life and disability coverage choices for employees and dependents
Choices of retirement and deferred compensation plans
Paid holidays, sick, and vacation plans
Transit program
Reduced tuition
Employee discounts and memberships
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase