Deskside EUC L1

Iron Systems, Inc; Florham Park (NJ); On-site; USD 65,000 - 75,000; Full time

Job summary

Iron Systems, Inc is seeking an on-site Deskside Support Technician in New Jersey. You will provide comprehensive technical support to onsite personnel, customers, and service providers, perform IMAC tasks and data migrations, and maintain clear incident tickets with timely resolutions.

You will also deploy VoIP phones, support conference rooms, and coordinate with IT groups to ensure proactive issue resolution while mentoring junior technicians.

Qualifications

• Problem-solving and judgment in customer service scenarios.
• Strong written and verbal communication with customers.
• Team-oriented work and collaboration with IT groups.
• Proficient desktop support for Windows and Office 365 environments.
• Experience with VPN (Citrix) and Remote Desktop tools (Bomgar).
• Ability to analyze issues and decide corrective actions.

Responsibilities

• Provide comprehensive technical support to onsite personnel, customers, and service providers.
• Perform IMAC tasks including hardware break/fix and upgrades; data migration.
• Replicate and resolve incidents in software and hardware environments.
• Maintain incident system with up-to-date ticket progress.
• Self-monitor tickets for escalation and SLA adherence.
• Provide setup and support for conference rooms.
• Provision and deploy internal VoIP telephones.
• Coordinate with IT groups to escalate and resolve incidents; document interactions.
• Communicate with Deskside Management on asset management and processes.
• Share technical information and best practices across knowledge channels.
• Follow organizational policies, procedures, and laws.
• Ensure compliance with company policies, including safety rules.
• Liaise cross-departmentally to resolve reported issues.
• Assess issues and work with Client’s providers for timely resolution.
• Perform customer support tasks and special projects as assigned.
• Mentor other Deskside Support Technicians as required.

Skills

Problem solving

Organizational skills

Customer service

Teamwork

Desktop support

Root cause analysis

Education

BS or BA degree or equivalent

A+ Certification required

MCSE/MCITP or similar a plus

12 months desktop support exp

Job description

Job Responsibilities

• Provide comprehensive technical support services to the Client's onsite personnel, customers, and service providers.


• Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration


• Replicate and resolve customer incidents in the software & hardware environment.


• Maintain incident management system with up-to-date information on ticket progress


• Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLAs.


• Provide setup and support services for conference rooms.


• Provisioning and deployment of internal VoIP telephones


• Communication with several IT infrastructure support groups to appropriately elevate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness, and timeliness.


• Effectively communicate with Deskside Management Team in regard to asset management, break/fix or Service Desk related processes (build a \"proactive\" environment)


• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.


• Carried out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws


• Ensures compliance with all company policies and procedures, including safety rules and regulations


• Liaise as necessary interdepartmentally to seek resolutions to all reported issues


• Assess reported issues and as necessary work directly with Client's service providers for escalation and timely issue resolution.


• Perform customer support related tasks and special projects as assigned by management.


• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.


• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.


• Organize and utilize all support resources provided, including emails, documentation, contact lists, etc.


• Mentor other Deskside Support Technicians as required.

Job Requirements Skills

• Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario


• Excellent communication and customer service skills. Dedication to customer service.


• Excellent teamwork skills


• Excellent desktop support technical skills


• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)


• Ability to perform root cause analysis and determine appropriate course of action based on result

Language Skills

English on an advanced level (B2 or higher)

Education

• BS or BA degree preferred or equivalent work experience


• A+ Certification or equivalent required.


• Microsoft Certified Professional certification a plus Experience


• Minimum of 12 months of Desktop support experience

Working Relationships

• Maintain inter-department relationships to resolve reported incidents


• Effectively communicate with extended service providers and IT infrastructure groups


• Develop communication and working relationship with supervisor and colleagues