Desktop EUC L1

Iron Systems, Inc; Maidenhead; On-site; GBP 32,000 - 52,000; Full time

Job summary

Iron Systems, Inc is seeking an on-site IT Desktop Support professional to manage desktop incidents, imaging, and lifecycle across devices. You will provide deskside and remote support, imaging via PXE, and work with SCCM/Intune, AD and Outlook to maintain security and performance for field users.

The role requires 3–5 years of experience in enterprise IT support, familiarity with ITIL processes, and collaboration with engineering environments. On-site presence in the Maidenhead area is expected.

Qualifications

• Experience with Windows 10/11 OS and imaging using PXE boot.
• Hands-on experience with SCCM/Software Center and Intune.
• Knowledge of AD, BitLocker, and Outlook administration.
• Familiar with ITIL incident/change/problem processes and ServiceNow.
• Experience in remote support, VPN and mobile device support.

Responsibilities

• Manage desktop device incidents end-to-end until resolution.
• Provide IMAC and deskside support services at the site.
• Image desktops and manage hardware/software lifecycle.
• Monitor security profiles and ensure compliance on desktops.
• Deliver VIP deskside support and act as site IT contact when needed.
• Analyze service desk data to identify training or automation needs.

Skills

Windows 10/11 support

Imaging (PXE boot)

SCCM / Software Center

Intune

Active Directory (AD)

BitLocker management

Outlook administration

VPN & mobile device support

ITIL processes (Incident, Change, Sub)

Remote desktop support

ServiceNow

MS Office suite

Lync / Skype for Business

MAC support (nice to have)

Hardware break-fix coordination

Education

Associate degree in electronics

Bachelor's degree preferred

Tools

SCCM

ServiceNow

Remote management tools

PXE boot tools

Active Directory tools

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide Conference room support, Remote Desktop support and Event Support at the customer location
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the desktop to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide Conference room support, Remote Desktop support and Event Support at the customer location
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the desktop to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Requirements:

• Knowledge and experience on Windows 10/11 OS.
• Experience in imaging Windows 11 imaging/reimaging experience using Pxe boot.
• Worked on software installation using SCCM, Software Center, and manually.
• Needed hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience using Intune, AD, BitLocker.
• Experience in Outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• Good to have knowledge in AD and smart hands-and-feet support.
• Good to have knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool—e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics is required; Bachelor's Degree preferred.