Desktop EUC L1

Iron Systems, Inc; Maidenhead; On-site; GBP 28,000 - 38,000; Full time

Job summary

Iron Systems, Inc in Maidenhead is seeking an experienced Desktop Support Technician to manage desktop devices end-to-end, including imaging Windows 10/11, software installs via SCCM, and incident resolution using secure remote tools.

You will provide deskside and VIP support at client sites, oversee hardware replacements, ensure antivirus and security profiles, and collaborate with IT teams following ITIL processes.

Qualifications

• 3–5 years of relevant desktop support experience.
• Experience imaging Windows 11 and PXE boot.
• Proficient in SCCM Software Center and manual software installs.
• Hands-on with batteries replacement and hardware break-fix with Dell.
• Experience with Intune, AD, BitLocker and Outlook administration.
• Familiar with ITIL processes for incidents, changes and service requests.

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hardware and software break-fix for laptops and desktops.
• Provide conference room, remote desktop, and event support at customer locations.
• Support and maintain desktop images and OS deployments across lifecycle.
• Monitor security profiles and antivirus; act on non-compliance.
• VIP deskside support and serve as site IT contact when needed.

Skills

Windows 10/11

Imaging

VIP support

Security/compliance

Dell hardware repair

MS Office/Outlook

ITIL awareness

Remote support tools

Education

Associate degree in electronics or related field

Bachelor's degree preferred

Tools

SCCM

Intune

AD

BitLocker

ServiceNow

VPN

Remote Support Tools

Job description

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.