The Company
Neora, LLC has established a direct sales business model that provides our products to customers around the globe via thousands of direct sales Brand Partners, resulting in aggressive growth and success since the company’s founding in 2011. Neora is positioned for continued growth both domestically and internationally. Neora is based in Dallas, Texas with the basic functional areas including a call center in the corporate office. We also have entities established in Canada and Mexico (2014), South Korea (2015), Australia (2016), Hong Kong, Colombia and New Zealand (2017), and Singapore (2018).

The Position
The Senior Desktop Support Analyst is responsible for delivering exceptional technical assistance, maintaining system reliability, and ensuring a seamless user experience.

Specific Accountabilities/Essential Functions of Position
Helpdesk & User Support
• Serve as primary resource for all helpdesk inquiries, providing timely and effective resolution
• Maintain ticketing system with proper documentation of issues and resolutions
• Deliver exceptional customer service in all user interactions
• Provide training to employees on IT best practices and tools
• User account onboarding and offboarding

Desktop & Hardware Support
• Install, configure, and troubleshoot desktops, laptops, and operating systems
• Manage software deployments, updates, and patches
• Track and manage IT inventory including desktops, laptops, and peripherals
• Support multifunction printers and conference room equipment
• Support wireless devices (tablets, smartphones, RF devices, handhelds)

Technical Troubleshooting
• Diagnose and resolve Windows applications and networking problems to minimize downtime
• Perform basic network troubleshooting and resolve connectivity issues
• Collaborate with infrastructure teams on escalated network problems
• Identify, troubleshoot, and resolve systematic issues

Documentation & Knowledge Management
• Create and maintain user guides and knowledge base articles
• Document technical findings, processes, and solutions
• Maintain standardized documentation for common issues
• Record all work and changes in ticketing systems

Standards & Compliance
• Ensure compliance with company standards for hardware and software
• Research new technologies and applications as needed
• Recommend policies, procedures, and standards
• Perform regular compliance standards reviews

Job Qualifications
Education & Certifications
• AS or BS degree in related field or equivalent experience
• CompTIA A+, Network+, or Microsoft Certified Professional (preferred)

Experience
• Senior-level desktop support experience
• Helpdesk administration and ticket-based troubleshooting
Technical Skills
• Microsoft Windows Desktop OS 10/11
• Apple macOS
• Third Party software experience
• Microsoft Office Suite
• Network share hosted applications and share management
• DNS, DHCP, Group Policy, and basic networking
• Change management processes
• Reporting and metrics

Core Competencies
• Exceptional analytical, conceptual, and problem-solving abilities
• Strong communication and customer service skills
• Excellent technical documentation skills
• Ability to prioritize and execute tasks in high-pressure environments
• Ability to work independently or as part of a small team
• Self-motivated with strong learning ability and analytical skills
• Adaptable and maintains positive attitude

Applicable Core Competencies
• Integrity – Be honest, dependable, maintaining a strong work ethic; work diligently, follow company policies, respect co-workers, build trust and exhibit professional and responsible behavior
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
• Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason.
• Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and concisely; Edits work; Varies writing style to meet specific needs; Presents data effectively; Able to read and interpret written information.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to handle frequent change, delays, or unexpected events.

Core Values
• Encourage an Entrepreneurial Spirit – Believe in your dreams enough to get outside your comfort zone. Remember to live life on your own terms.
• Create a Positive Team Spirit and Family Atmosphere – A positive spirit is a valuable asset, and we aspire to use it every day. For Neora, the clichι’ “the family who plays together, stays together” is way of life. We take our work seriously, but we are also a fun-loving family.
• Be Determined – In our business, it’s important to stay the course. Our outlook is such that obstacles are only opportunities in disguise.
• Have Fun and Help Others to Have Fun – Neora consist of real people with a can-d attitude who want to create real change. Having fund helps work, which makes us more productive.
• Dream Big and Act on It Daily – Dreams consist of many smaller goals that can be acted up on daily. That’s how Neora grows as a brand, and that’s how we want our people to grow too.
• Embrace and Drive Change – WE know it’s important to stay one step ahead and continually evolve. Change is necessary for growth, as a business and as a person. So we will always seek new ways to grow and improve.
• Slow Down to Go Fast - Haste makes waste. Slow and steady wins the race. Get the job done right the first time. Quality over quantity. You get the idea.
• Practice Servant Leadership – We believe that the best leaders are givers, not takers. WE help each other and provide selfless service, because that’s what a family does.
• Be Real – At Neora, our mantra is real: getting real, being real, and creating real change. But we also want to attract genuine people who can be themselves and have fun.
• Pursue Constant Development Self – No matter how successful or accomplished one might be, there are always more improvements to be made.

Neora is an EEO Employer of all people including Females/Minorities/Veterans/Individuals with Disabilities. As an Equal Employment Opportunity employer, all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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