Desktop EUC L1

Iron Systems, Inc; Charlotte (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

Iron Systems, Inc. is seeking a diligent Desktop Support Specialist to manage and resolve incidents for Windows desktop devices, provide IMAC and desk-side services, and maintain security and standard software across the user base at client sites in Charlotte.

You will work with ITIL-compliant processes, ServiceNow, VPN and remote tools, and coordinate with vendors for hardware replacements, while ensuring high-level VIP support at sites when needed.

Qualifications

• Experience with Windows desktop management and incident resolution.
• Strong familiarity with AD, remote support, and end-user computing (EUC) tools.
• Knowledge of MAC device support and mobile device management is a plus.
• Experience with ITIL-based incident/change/problem management.

Responsibilities

• Manage desktop device incidents through to resolution.
• Oversee IMAC and desk-side support services.
• Handle hardware and software break-fix for laptops and desktops.
• Provide standard hardware/software support and maintenance across the desktop lifecycle.
• Manage desktop configuration, patching, and hardware replacements with vendor spares.
• Analyze service desk data to identify user training needs and automation opportunities.
• Ensure desktop devices are imaged correctly.
• Monitor security profiles and antivirus on all desktop devices.
• Provide VIP desk-side support and be local point of contact when IT is unavailable.

Skills

Windows 7 OS

Active Directory (AD)

MAC devices & tablets support

MS Office & Outlook

Lync/Skype for Business

VPN

Mobile device support

ITIL processes

Spare and buffer stock management

Remote support tools

EUC tools

ServiceNow

Education

Associate degree in electronics

Bachelor's Degree preferred

Tools

ServiceNow

Job description

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 advise 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 is available (e.g., 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.