NEOGOV · 3 months ago
Help Desk Operator
Norristown, PA
Full-time
Onsite
Mid, Senior Level
$24.33/hr - $32.44/hr
5+ years expNEOGOV is a company that provides innovative solutions for government agencies, and they are seeking a Help Desk Operator to support all County departments. The role involves providing helpdesk support, troubleshooting software and hardware issues, and assisting with software installation while maintaining detailed logs and documentation of support requests.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provides 1st and 2nd level phone support for all County departments
Must have working knowledge of Microsoft Active directory, specifically user account creation, deletion and rights modification
Logs all support requests into Helpdesk tracking system
Maintain a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues
Communicate with management, fellow team members, internal customers (user) local and remote
Responsible for diagnosing and fixing issues or escalating issues to Manager, Developers, Vendors or Network Team for further handling
Troubleshoot/install/update software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals
Provide ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution)
Escalate tickets when appropriate and necessary
Must have excellent written and oral communication skills
Solicits appropriate direction from the Systems Specialist or senior staff
Follows up on Helpdesk calls accordingly, keeps track of progress on all assigned calls and escalates accordingly
Completes all training assignment satisfactorily
Contribute to a positive office environment
VoIP experience is a plus
Troubleshoot with and explain technical issues to novice users
Sending communication to departments and users on behalf of other accounts
Ability to support and guide users on mobile device software installation in addition to mobile device policies
Track billing and payments for data requests
Familiar with Exchange 2015, Office 365 mailboxes, and Azure
Qualification
Required
High School Diploma
5 years of technical experience
Ability to keep current with and maintain a working knowledge of Personal Computers, peripherals (printer, scanners, KVM switches and associated software in a Local Area Network environment.)
Must be able to work independently or part of a team
Must possess strong communication skills in support of a customer-oriented environment
Preferred
A+, Net+, and Microsoft certifications are preferred
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
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