Desktop Engineer L1

Iron Systems, Inc; Johnson City (TN); On-site; USD 42,000 - 52,000; Full time

Job summary

Iron Systems, Inc. is seeking an onsite IT support professional to perform field services, incident resolution, and service delivery across Johnson City, TN. You will provide hands-on desk-side support and coordinate with remote teams to maintain system uptime.

Responsibilities include managing IMACD activities, hardware/software maintenance, asset governance, and ensuring SLA compliance during local business hours and after-hours for critical incidents.

Qualifications

• Experience in Smart Hands Support, Field Services, Desktop Support or related IT support.
• Basic L1 knowledge of network, server infra and EUC devices.
• Knowledge of Windows OS, Office, remote tools and collaboration platforms.
• Experience with ITSM tools such as ServiceNow or equivalent.
• Understanding of Incident, Service Request, Change, Asset and Problem processes.
• Ability to troubleshoot with remote teams.
• Good communication, customer service and coordination skills.
• ITIL service management understanding is desirable.

Responsibilities

• Perform incident resolution and service request fulfillment per SLAs.
• Provide hands-and-eyes support for network, servers, and infra devices with remote guidance.
• Assist remote teams with basic troubleshooting and health checks.
• Support IMACD activities for IT assets in the Daas scope.
• Be onsite contact for VIP desk-side issues when no other IT support is available.
• Coordinate with Service Desk to ensure timely incident resolution and restoration.
• Own end-to-end Field Services delivery for assigned sites, ensuring quality and governance.

Skills

Smart Hands

Field Services

Desktop Support

IT Infrastructure

Tools

ServiceNow

Remote support tools

Job description

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM )
• 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.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• 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 deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment. (laptop, desktops )
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Support experience in manufacturing plants , factory , warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.

Job Responsibilities

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM )
• 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.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• 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 deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment. (laptop, desktops )
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Support experience in manufacturing plants , factory , warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.

Requirements

• Experience in Smart Hands Support, Field Services, Desktop Support, Infrastructure Support, or a related IT support role.
• Basic L1 knowledge of:
  • Network technologies (switches, routers, wireless access points, connectivity troubleshooting)
  • Server infrastructure and hardware components
  • End User Computing (EUC) devices and peripherals
• Knowledge of Windows operating systems, Microsoft Office, remote support tools, and collaboration platforms.
• Experience working with IT Service Management tools such as ServiceNow or equivalent.
• Understanding of Incident, Service Request, Change, Asset, and Problem Management processes.
• Ability to perform basic troubleshooting and work with remote technical teams to resolve infrastructure-related issues.
• Good communication, customer service, and coordination skills.
• Understanding ITIL service management principles is desirable.