Desktop Engineer L1

Iron Systems, Inc; Oakland (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Iron Systems, Inc. is seeking a Desk-side/Desktops Support Technician in Oakland to manage incidents through to resolution, perform IMAC/ deskside services, and handle break-fix on laptops and desktops.

You will maintain OS images, patch updates, and security configurations across the device lifecycle. The role requires 3–5 years of relevant experience, Windows 7/11 imaging, SCCM/Intune proficiency, and ITIL awareness.

Qualifications

• Knowledge of Windows 7 and imaging Windows 11 using PXE boot.
• Experience with SCCM, Software Center, and manual software installation.
• Hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience with Intune, AD, BitLocker, Outlook administration, and VPN.
• Familiarity with ITIL processes: Incident, Change, Problem, Service Request.

Responsibilities

• Manage desktop device incidents from start to resolution.
• IMAC and deskside support services.
• Handle hard and soft break-fix for laptops/desktops.
• Provide standard hardware/software support for desktop devices throughout lifecycle.
• Remote management of desktop devices and patch updates.
• Analyze service desk calls to identify training or automation needs.
• Ensure desktop devices are imaged correctly.
• Monitor security profiles and antivirus on all desktop devices.
• VIP deskside support per contract; site point of contact when needed.
• Support, manage, and optimize desktop configuration and installations using appropriate tools.

Skills

Windows 7

Windows imaging

SCCM

Intune

AD

BitLocker

Outlook administration

VPN

ServiceNow

EUC tools

MS Office

Lync

Education

AA degree or equivalent

Bachelor's degree preferred

Tools

ServiceNow

Intune

SCCM

PXE boot

Dell hardware tools

Remote support tools

Lync

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 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, 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.