Desktop EUC L1

Iron Systems, Inc; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Iron Systems, Inc. is seeking an experienced Desktop Support Technician to manage desktop hardware, software, and connectivity incidents through to resolution across on-site and field environments. You will handle IMAC and desk-side support, patch management, and security monitoring to ensure compliant configurations.

VIP site contact duties apply when designated. You will support Windows 7 environments, MAC devices, and Office products while coordinating with IT teams to keep devices secure and

Qualifications

• Knowledge of Windows 7 operating system
• Experience with Active Directory and smart hands/feet support
• Experience supporting MAC devices and tablets
• Experience with ServiceNow or similar service management tool
• Proficiency with MS Office and Outlook; VPN and mobile device support desired
• Familiarity with ITIL Incident, Change, Problem, and Service Request processes
• Associate degree (A.A.) or equivalent; Bachelor’s degree preferred

Responsibilities

• Manage desktop device incidents through to resolution
• Manage IMAC and desk-side support services
• Handle hard and soft break-fix for laptops and desktops
• Provide standard hardware/software support and maintenance across desktop devices
• Support configuration and installation including patch updates and hardware replacements
• Analyze service desk calls to identify user training or automation needs
• Ensure correct desktop images are installed on devices
• Monitor security profiles and antivirus compliance on all desktops
• Provide VIP desk-side support when required at sites

Skills

Windows 7 OS

Active Directory

Remote support

ITIL processes

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

ServiceNow

MS Office

Outlook

VPN

Lync

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 the Windows 7 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.