Desktop EUC L1

Iron Systems, Inc; Aibonito (PR); On-site; USD 60,000 - 75,000; Full time

Job summary

Iron Systems, Inc is seeking a on-site Desktop Support Specialist to manage incidents end-to-end for desktop devices, ranging from hardware to software and connectivity. You will handle IMAC and deskside services, maintain desktop images, and ensure security compliance.

Qualified candidates bring AD knowledge, MAC support experience, familiarity with ServiceNow, EUC tools, VPN and MS Office, plus ITIL process understanding. A technical degree is required and a Bachelor's is preferred.

Qualifications

• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required.
• Bachelor's Degree preferred.
• Knowledge in AD and smart hands and feet support is good to have.
• Experience supporting MAC devices and tablets is good to have.
• Experience with Service management tool such as ServiceNow.
• Expertise on EUC tools, remote support tools, MS Office and Outlook.
• Understanding of Lync, VPN, and mobile device support is preferable.
• Awareness of ITIL processes: Incident, Change, Problem, Service Request and spare stock management.

Responsibilities

• Manage desktop device incidents through to resolution (hardware, software, connectivity).
• Manage IMAC and deskside support services.
• Handle break/fix for laptops and desktops; provide standard OS and Office support.
• Maintain desktop images and lifecycle support across devices.
• Monitor security profiles and anti-virus on all desktop devices.

Skills

Active Directory (AD)

MAC/Tablet support

ServiceNow

EUC tools

Remote support tools

VPN knowledge

MS Office & Outlook

Education

AA degree in electronics

Bachelor's degree preferred

Tools

ServiceNow

Remote support tools

Lync

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 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 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 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 three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.