Desktop Engineer L1

Iron Systems, Inc; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Iron Systems, Inc. in Houston seeks a seasoned desktop support technician to manage incidents, IMAC and deskside services, and the full lifecycle of Windows desktops.

You will image Windows 7/11, deploy software via SCCM and Intune, manage AD, BitLocker and Outlook, and support VPN and remote devices within large engineering environments. The role emphasizes ITIL-aligned incident/change processes, service management tooling, and VIP deskside assistance when needed.

Qualifications

• Experience with Windows 7 and Windows 11 imaging/reimaging.

Responsibilities

• Manage desktop device incidents to resolution.
• IMAC and deskside support services.
• Hardware/software break-fix for laptops/desktops.
• OS and office apps lifecycle support including remote management.
• Patch updates and hardware replacements with vendor spares.
• Analyze service desk data for training/automation needs.
• Ensure correct desktop images on devices.
• Monitor security profiles and antivirus on all desktops.
• Provide VIP deskside support per contract and be the site contact.

Skills

Windows OS

ITIL processes

VIP deskside support

Education

AA in electronics

Bachelor's degree preferred

Tools

SCCM

Intune

Active Directory

BitLocker

Outlook

ServiceNow

EUC tools

VPN

Lync

MS Office

Job description

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.

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 with the 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 technicians 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 or 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.