Desktop Engineer L1

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

Job summary

Iron Systems, Inc in Deerfield, Illinois is hiring to manage desktop device incidents, providing support for hardware, software, and connectivity throughout the device lifecycle. The role requires experience with Service management tools like ServiceNow.

The ideal candidate should have an Associate degree in electronics and be knowledgeable about ITIL processes related to incident management. Additional experience with MAC devices and EUC tools is preferred, along with the ability to provide VIP support for desk-side issues.

Qualifications

• Good to have knowledge in Active Directory and smart hands and feet support.
• Good to have experience supporting MAC devices and tablets.
• Experience with Service management tool such as ServiceNow is essential.
• Should have expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Knowledge of Lync, VPN, and mobile device support is preferable.
• Awareness of ITIL processes for Incident, Change, Problem, and Service Request management is important.
• An Associate degree or similar in electronics is required; Bachelor's Degree is preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Oversee IMAC and deskside support services.
• Handle hard and soft break-fix for laptops and desktops.
• Provide support for hardware and software throughout the lifecycle of devices.
• Optimize configuration and installation of desktop devices including patch updates.
• Analyze Service Desk calls to identify training needs and automation opportunities.
• Ensure proper installation of desktop images on devices.
• Monitor security profiles and anti-virus compliance on all Desktop Devices.
• Provide VIP support for desk-side issues and act as contact for IT-related issues.

Skills

Knowledge in AD and smart hands and feet support

Supporting MAC devices and tablets

Experience with Service management tool

EUC tools expertise

Remote support tools

MS Office and Outlook

Understanding of Lync, VPN, mobile device support

ITIL process awareness

Education

Associate degree in electronics

Bachelor's Degree

Job description

Job 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 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 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.
• 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 is available, like for MI calls.

Requirements

• 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.
• 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.