Deskside Support L1

Iron Systems, Inc; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

Iron Systems, Inc in Philadelphia is seeking a Desktop Support Technician to manage desktop device incidents through resolution, handle IMAC and desk-side support, and ensure hardware and software configurations across the user base.

Applicants should know Windows 7, AD, ServiceNow, VPN, MS Office, Lync, and remote support tools; MAC support is a plus. A.A. degree and ITIL knowledge are preferred for this role.

Qualifications

• Experience supporting Windows 7 environments.
• Familiarity with AD, ServiceNow, MS Office, and VPN.
• Knowledge of MAC devices and tablets is a plus.
• ITIL processes Incident/Change/Problem and service requests.

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Handle break-fix services for laptops and desktops.
• Provide standard hardware/software support and maintenance across the Desktop lifecycle.
• Monitor and enforce security profiles and anti-virus on all Desktop Devices.
• Act as site point of contact for IT issues when other teams are unavailable.

Skills

Remote support

ITIL familiarity

Education

Associate degree in electronics or similar

Tools

Windows 7 OS

AD (Active Directory)

ServiceNow

MS Office & Outlook

Lync / Skype for Business

VPN

MAC devices support

Job description

• 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.