Deskside Support

Iron Systems, Inc; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Iron Systems, Inc. is seeking a Desktop Support specialist to manage incidents and IMAC/desk-side services for Windows-based Desktop Devices. You will maintain OS images, apply patches, manage hardware and software inventories, and ensure security compliance across devices.

The role requires AD and MAC support experience and ITIL familiarity, with VIP on-site support for critical incidents. The ideal candidate will handle remote management tools, MS Office, VPN, and mobile device support,

Qualifications

• Knowledge of Windows 7 OS and desktop environments.
• Experience with AD and smart hands and feet support.
• Experience supporting MAC devices and tablets.
• Experience with ServiceNow and ITSM toolset.
• Proficient with MS Office and Outlook.
• Familiarity with Lync, VPN, and mobile device support.
• Understanding ITIL incidents, changes, problems and service requests.

Responsibilities

• Manage Desktop Devices incidents through to resolution.
• Manage IMAC and desk side support services.
• Handle hardware and software break fix for laptops/desktops.
• Provide standard hardware/software support for Desktop Devices across lifecycle.
• Configure and maintain Desktop installations, patches, and hardware replacements.
• Analyze service desk data to identify training or automation needs.
• Ensure Desktop Devices have the correct images installed.
• Monitor security profiles and antivirus on all Desktop Devices.
• Offer VIP desk-side support and be the site contact for IT issues when others are unavailable.

Skills

Windows 7 OS

Active Directory (AD)

Mac devices support

ServiceNow

EUC tools

MS Office & Outlook

Lync/VPN support

ITIL processes

Education

Associate degree in electronics or related field

Bachelor’s degree preferred

Job description

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side 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 limited to, patch updates, hardware replacements, with spares provided by 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 Devices (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 unavailable 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
• 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 three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.