Deskside Support

Iron Systems, Inc; Washington (District of Columbia); Presencial; USD 65 000 - 85 000; Tempo integral

Resumo da oferta

Iron Systems, Inc. in Washington, DC seeks an IT Desktop Support specialist to manage desktop devices, IMAC, and desk-side support for field users, resolving incidents end-to-end.

You will ensure standard hardware/software images, patch updates, and remote management, while maintaining security compliance and providing VIP desk-side support when needed.

Qualificações

• Must have knowledge of Windows 7 OS and Active Directory (AD).
• Experience supporting MAC devices and tablets is preferred.
• Experience with ServiceNow and ITIL processes.
• Proficiency with MS Office and Outlook; knowledge of VPN and Lync is a plus.
• Strong remote support skills and EUC tools experience.

Responsabilidades

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage break/fix services for laptops and desktops.
• Provide hardware/software support for Desktop Field Users throughout lifecycle; remote management of Desktop Devices.
• Configure, patch, and install Desktop devices with standard images; coordinate hardware replacements.

Formação académica

Associate degree or equivalent with electronics emphasis

Bachelor's Degree preferred

Ferramentas

Windows 7 OS

Active Directory (AD)

Mac devices & tablets

ServiceNow

EUC tools

Remote support tools

MS Office & Outlook

Lync

VPN

Mobile device support

ITIL processes

Descrição da oferta de emprego

• 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.

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.