Desktop EUC L1

Iron Systems, Inc; Columbus (OH); On-site; USD 52,000 - 70,000; Full time

Job summary

Iron Systems, Inc is seeking an IT Desktop Support professional to manage end-to-end desktop incidents, IMAC services, and break-fix work for Windows and Mac devices. You will support hardware, software, and connectivity across the user base with remote management tools and standard images.

The role requires experience with Windows 7, AD, and EUC tools, plus familiarity with ServiceNow, Lync, VPN, and ITIL processes. On-site availability in Columbus is expected.

Qualifications

• Knowledge and experience on Windows 7 OS.
• AD experience and hands-on support.
• Experience supporting MAC devices and tablets.
• Experience with ServiceNow or equivalent SM tool.
• Proficiency with EUC tools, remote support tools, MS Office and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Familiar with ITIL processes: Incident, Change, Problem, Service Request, and stock management.

Responsibilities

• Manage Desktop Devices (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 support and maintenance on Desktop Devices for their lifecycle (including remote management).
• Support, manage, optimize and maintain desktop configuration, including patch updates and hardware replacements with vendor spares.
• Analyse Service Desk calls for Desktop Devices and incident data to identify training needs and automation opportunities.
• Ensure each Desktop Device has the appropriate desktop image installed.
• Monitor security profiles and antivirus software on all Desktop Devices and enforce security requirements.
• Provide VIP desk-side support per contract and be the point of contact at the site when other IT teams are unavailable.
• Maintain awareness of EUC best practices and continually improve incident response and resolution times.

Skills

Windows 7 OS knowledge

AD and Smart Hands

Mac devices and tablets

EUC tools and remote support

MS Office & Outlook

Lync & VPN

ITIL processes

Tools

ServiceNow

Job description

• Manage Desktop Devices (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 limited to, patch updates and hardware replacements with spares provided by vendor.
• Analyse 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 Devices (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 Devices (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 limited to, patch updates and hardware replacements with spares provided by vendor.
• Analyse 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 Devices (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 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. li>
• 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