Desktop EUC L1

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

Job summary

Iron Systems, Inc. is seeking a desktop support specialist to manage hardware, software, and connectivity incidents for desktop devices across the user base.

You will oversee IMAC/DSS services and hard/soft break-fix for laptops and desktops, while ensuring standard OS/software support through the device lifecycle. You will configure desktops, apply patches, manage spare hardware, and monitor security/antivirus to ensure compliance.

Qualifications

• Must have knowledge of Windows 7 OS.
• Experience with Active Directory and desk-side support.
• Experience supporting MAC devices and tablets is a plus.
• Experience with ServiceNow or similar service management tool.
• Proficiency in MS Office and Outlook.

Responsibilities

• Manage desktop device incidents from start to resolution.
• Handle IMAC and desk-side support services.
• Manage break-fix services for laptops/desktops, hardware replacements.
• Provide standard hardware/software support for Desktop (Field Users) devices.
• Oversee desktop configuration, patching, and hardware spares.
• Analyze service desk data to identify training or automation needs.
• Ensure correct desktop images are installed on devices.
• Monitor security profiles and antivirus on Desktop Devices; enforce compliance.
• Provide VIP desk-side support per contract when others are unavailable.

Skills

Windows 7 knowledge

AD and smart hands

MAC devices support

Service management tools

MS Office and Outlook

Lync/VPN knowledge

ITIL processes

Electronics/tech schooling

Education

AA or equivalent in electronics

Bachelor's degree preferred

Tools

ServiceNow

EUC tools

Remote support tools

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.