Desktop EUC L1

Iron Systems, Inc; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Iron Systems, Inc in Houston, TX is seeking an IT Field Support Specialist to participate in small to medium engineering projects, provide deployment and ongoing technical support, and engage with customers to ensure smooth implementations.

You will collaborate with corporate engineering teams, troubleshoot issues, perform maintenance, manage assets and reports, and help maintain compliance with SOPs and SLAs to keep systems reliable.

Qualifications

• Extensive experience in desktop support and IT system administration.
• Strong troubleshooting and root-cause analysis abilities.
• Familiarity with SLAs, incident management and reporting.

Responsibilities

• Participate and execute small to medium engineering projects, including implementation services, effective customer engagement and communication
• Collaborate with corporate engineering teams on project solutions and problem solving.
• Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.
• Desktop Support, LAN/WAN, Server Administration, Imaging Systems, Telecom, Instruments.
• Troubleshoot technical problems, perform root cause analysis and report findings to management.
• Perform regular maintenance and backups, manage storage per data retention policies.
• Monitor, troubleshoot, and resolve tickets per SLA; manage changes via change control.

Skills

Desktop Support

LAN/WAN

Server Administration

Imaging Systems

Telecom

Instruments

Troubleshooting

Root Cause Analysis

Tools

Clarity

Service Center

Job description

• Participate and execute small to medium engineering projects, including implementation services, effective customer engagement and communication
• Collaborate with corporate engineering teams on project solutions and problem solving.
• Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.
• Desktop Support, LAN/WAN, Server Administration, Imaging Systems, Telecom, Instruments:
• Troubleshoot technical problems and issues in the field, perform root cause analysis, and report findings to management.
• Identify solutions to prevent / minimize recurrence of problems; execute and oversee corrective actions that are implemented successfully
• Perform regular maintenance and backups to all systems in the business units and manage storage according to the defined data retention policies.
• Monitor, troubleshoot, and resolve all tickets routed to designated Service Center Assignment Groups according to the established SLA.
• Perform IMAC's all systems as applicable
• Perform maintenance, patches, and updates to all systems in a timely manner.
• Monitor and track system maintenance and performance according to SOP's
• Manage change to the environment via Service Center change control.
• Maintain up-to-date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regularly scheduled Management Reports and Metrics that evaluate systems and performance against SLA's via standard products, including Service Center and Clarity.
• Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
• Collaborate with service partners, suppliers, internal functions and management to support teams

Responsibilities

• Participate and execute small to medium engineering projects, including implementation services, effective customer engagement and communication
• Collaborate with corporate engineering teams on project solutions and problem solving.
• Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.
• Desktop Support, LAN/WAN, Server Administration, Imaging Systems, Telecom, Instruments:
• Troubleshoot technical problems and issues in the field, perform root cause analysis, and report findings to management.
• Identify solutions to prevent / minimize recurrence of problems; execute and oversee corrective actions that are implemented successfully
• Perform regular maintenance and backups to all systems in the business units and manage storage according to the defined data retention policies.
• Monitor, troubleshoot, and resolve all tickets routed to designated Service Center Assignment Groups according to the established SLA.
• Perform IMAC's all systems as applicable
• Perform maintenance, patches, and updates to all systems in a timely manner.
• Monitor and track system maintenance and performance according to SOP's
• Manage change to the environment via Service Center change control.
• Maintain up-to-date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regularly scheduled Management Reports and Metrics that evaluate systems and performance against SLA's via standard products, including Service Center and Clarity.
• Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.

Vendor Management

• Collaborate with service partners, suppliers, internal functions and management to support teams

Asset Management

• Manage inventory, including acquisition and disposal of all IT-related equipment according to policies.
• Assist in coordination of asset disposal for Quest Diagnostics Workstation (QSW) machines and peripherals.
• Ensure that the Quest Diagnostics Information Technology Asset Management (ITAM) policies are enforced at the business unit.

People Leadership

• Develop and participate in customer/user classroom training as necessary.

Audit

• Must maintain knowledge and compliance of all CAP (IT specific) and other regulatory requirements; assist in maintaining all relevant documentation to support various audits; may assist in executing corrective actions regarding audit findings.