Desktop EUC L1

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

Job summary

Iron Systems, Inc is seeking a dedicated Desktop Support Technician to manage end-user devices, systems and security across the site. You will handle incidents, IMAC, and deskside services, maintaining device lifecycles and standard images.

You will leverage ServiceNow, manage patches, and ensure compliance with security requirements while acting as VIP support for site users and serving as IT contact when the primary team is unavailable.

Qualifications

• Associate degree (A.A.) or equivalent with electronics emphasis is required; Bachelor's preferred.
• Experience with IT service management tools and strong desktop support skills.
• Knowledge of ITIL processes for Incident, Change, Problem, and Service Request.

Responsibilities

• Manage desktop device incidents through to resolution.
• Handle IMAC and deskside support services.
• Oversee hard and soft break-fix for laptops/desktops.
• Provide standard hardware/software support for desktop devices throughout lifecycle.
• Manage desktop configuration, patch updates, and replacements.
• Analyze support data to identify training or automation needs.
• Ensure desktop images are correctly installed on devices.
• Monitor security profiles and anti-virus on all desktops; enforce compliance.
• Provide VIP deskside support and act as site IT contact when needed.

Skills

AD support

MAC devices support

VIP desktop support

Lync familiarity

VPN knowledge

mobile device support

security and ITIL awareness

Education

A.A. degree in electronics or equivalent

Tools

ServiceNow

MS Office

Outlook

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.