Desktop EUC L1

Iron Systems, Inc; Baltimore (MD); On-site; USD 42,000 - 62,000; Full time

Job summary

Iron Systems, Inc. is seeking a desktop support technician in the United States to manage incidents end-to-end for enterprise desktops. You will perform IMAC/deskside support and oversee the full lifecycle of standard OS and office apps, including patching and remote management.

Applicants should have Windows 10/11 expertise, AD familiarity, and ITIL awareness; ServiceNow experience is a plus. An AA in electronics is required, Bachelor’s preferred.

Qualifications

• Experience with Windows 10/11 OS and desktop support.
• Familiarity with AD and hands-on desk-side support.
• Experience supporting Mac devices and tablets.
• Experience with ServiceNow or similar ITSM tools.
• Strong proficiency in MS Office and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Knowledge of ITIL incidents, changes, problems, and service requests with stock management.
• Associate degree in electronics required; Bachelor's degree preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Handle IMAC and desk-side support services.
• Provide hardware and software maintenance on Desktop devices across lifecycles.
• Remote management of Desktop devices and patching with vendor spare parts.
• Monitor security profiles and antivirus on all Desktop devices; ensure compliance.
• Provide VIP desk-side support per contract when other IT teams are unavailable.

Skills

Windows 10/11

AD

Mac devices

ServiceNow

EUC 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

Lync

VPN software

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 be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement 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.

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 be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement 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:

• Knowledge and experience on windows 10/11 OS.
• 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.
• 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.