Desktop Engineer L1

Iron Systems, Inc; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Iron Systems, Inc is seeking a desktop support professional to manage end-to-end desk-side IT services for a diverse user base in the United States. The role covers hardware/software incidents, imaging, PXE boot deployment, and security compliance across a range of devices.

The candidate will work with tools like SCCM, Intune, AD, and ServiceNow, provide VIP deskside support, and participate in lifecycle management including patching and hardware swaps.

Qualifications

• Experience with Windows imaging and deployment.
• Experience with SCCM, Software Center, and PXE boot.
• Experience with Intune, AD, and BitLocker.
• Experience in Outlook administration.
• Experience in VPN and mobile device support.
• Familiar with ITIL processes (Incident, Change, Problem).
• Minimum 3–5 years of desktop support experience.
• Experience with ServiceNow or similar service-management tools.
• Experience supporting MAC devices and tablets is a plus.

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside 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 user) 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.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements 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 deskside issues per contract and be the point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.

Skills

Windows 7 OS

Image deployment

SCCM

Intune

Active Directory

BitLocker

Outlook admin

Humanscale

ServiceNow

VPN

ITIL

Mobile support

Lync

EUC tools

Education

Associate degree

Bachelor's degree preferred

Tools

PXE boot

Remote management tools

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside 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 user) 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.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements 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 deskside issues per contract and be the 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 device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside 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 user) 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.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements 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 deskside issues per contract and be the 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.
• Experience in Imaging Windows 11 Imaging/reimaging experience using Pxe boot.
• Worked on Software installation using SCCM, Software center and manually.
• Needed Hands on experience replacing batteries and working with Dell Technician on Hardware break fix.
• Experience using Intune, AD, BitLocker.
• Experience in outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• 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—e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is 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; Bachelor's Degree preferred.