Desktop EUC L1 Professional

Iron Systems; Gurugram District; On-site; INR 420,000 - 700,000; Full time

Job summary

Iron Systems in Gurugram, India seeks an experienced Desktop Support Specialist to manage end-user incidents and IMAC tasks across the desktop lifecycle. You will provide field and desk-side support, image deployments, and remote device management to keep devices secure and up-to-date.

You will work with Windows 7 environments, AD, and ITIL processes, delivering VIP support when required and coordinating with vendor spares for hardware replacements.

Qualifications

• Requires knowledge of Windows 7 OS.
• Experience with AD and remote hands/feet support.
• Experience supporting MAC devices and tablets is a plus.
• Experience with ITIL processes and IT service management (Incidents, Changes, Problems).
• Three-year college/technical school with electronics emphasis; bachelor’s preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Provide desktop hardware/software support across device lifecycle.
• Monitor security profiles and antivirus on desktops.
• VIP desk-side support and site IT contact when needed.
• Analyze service desk data to identify training or automation needs.
• Ensure correct desktop images are installed.
• Manage IMAC and desktop support services.
• Remote management of desktops using appropriate tools.
• Handle patch updates and hardware replacements with vendor spares.

Skills

Desktop support

End-user support

Break-fix

Desk-side support

Basic networking

Windows

macOS

Hardware troubleshooting

IT Service Desk

Incident management

Software installation

IMAC

Education

Associate degree in electronics

Bachelor's degree

Tools

ServiceNow

Remote support tools

Desktop imaging tools

Job description

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desktop support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) 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.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to 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 desk-side issues per contract and be 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 7 OS
• Good to have-knowledge in AD and smart hands and feet support.
• Good to have - knowledge and experience of supporting MAC devices and tablets-not mandatory
• Experience with Service management tool - ex: Service now
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• 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 required; Bachelors Degree preferred.

Mandatory Skills

Desktop/End-User Support / Break-fix / Desk-side / Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network Compute Support, Software Installation Upgrades, ITIL/IMAC