Desktop Engineer L1

Iron Systems, Inc; Marion (NC); On-site; USD 52,000 - 70,000; Full time

Job summary

Iron Systems, Inc. seeks a desktop support professional to manage incidents, IMAC and desk-side services, and laptop/desktop break-fix across lifecycle. You will configure standard hardware/software, ensure desktop images, patching, and security compliance are maintained at client sites.

The role emphasizes strong knowledge of AD, MAC devices, Office tools, VPN, and ITIL processes, with a focus on proactive problem identification and VIP site support when required.

Qualifications

• Knowledge in AD and smart hands and feet support.
• Experience with MAC devices and tablets.
• Experience with Service management tools (e.g., ServiceNow).
• Strong expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Familiarity with ITIL processes (Incident, Change, Problem, service request) and stock management.
• Associate degree or equivalent; Bachelor’s degree preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Manage IMAC and desk-side support services.
• Handle break-fix services for laptops and desktops.
• Provide standard hardware/software support for desktop devices across lifecycle.
• Configure and maintain desktop installations, patches, and hardware replacements.
• Analyze Service Desk calls to identify training and automation needs.
• Ensure correct desktop images are installed on devices.
• Monitor security profiles and antivirus on all desktop devices.
• Provide VIP desk-side support at sites when needed.

Skills

Desktop support

AD knowledge

MAC devices support

ServiceNow

Remote support tools

MS Office

Outlook

Lync

VPN

ITIL processes

Spare stock management

Education

Associate degree in electronics

Bachelor's degree preferred

Tools

ServiceNow

Remote support tools

Job description

• Manage desktop device (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 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 desk-side 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.

Job Responsibilities

• Manage desktop device (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 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 desk-side 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

• 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 tools—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.