Desktop EUC L1

Iron Systems, Inc; Malvern (Chester County); On-site; USD 65,000 - 90,000; Full time

Job summary

Iron Systems, Inc. in Malvern, PA is seeking an experienced Desktop Support Technician to manage hardware, software, and connectivity incidents end-to-end at client sites.

You will perform IMAC and deskside support, image desktops, patch and manage configurations, and ensure security compliance with Intune/AD/BitLocker. 3–5 years of experience in large engineering environments is preferred.

Qualifications

• Knowledge and experience on Windows 10/11 OS.
• Imaging Windows 11 imaging/reimaging with PXE boot.
• Imaging, software installation using SCCM/Software Center.
• Hands-on with battery replacements and hardware break-fix.
• Experience using Intune, AD, BitLocker.
• Outlook administration and VPN/Lync basics.
• ITIL incident/change/problem processes and ServiceNow usage.
• Experience supporting MAC devices is a plus.
• 3–5 years of relevant experience.
• Education in electronics or related field; Bachelor’s preferred.

Responsibilities

• Manage desktop device incidents through resolution.
• Handle IMAC and deskside support services.
• DIY break-fix for laptops/desktops hardware and software.
• Provide conference room, remote desktop, and event support at client sites.
• Maintain desktop lifecycle including OS and office apps, with remote management.
• Configure and install desktops: patching, hardware replacements, vendor spares.
• Analyze service desk calls to identify training needs and automation.
• Ensure desktop images are correctly installed on devices.
• Monitor security profiles and antivirus on all desktops; ensure compliance.
• Provide VIP deskside support per contract and be the on-site IT contact when needed.

Skills

Windows OS 10/11 proficiency

Imaging Windows 11

SCCM/Software Center

Dell hardware break-fix

Intune

Active Directory (AD)

BitLocker

Outlook administration

VPN/Lync knowledge

ITIL incident/change/problem

ServiceNow

Remote support tools

Education

Associate degree in electronics or equivalent

Bachelor's Degree preferred

Tools

SCCM

Intune

Active Directory

BitLocker

ServiceNow

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide Conference room support, Remote Desktop support and Event Support at the customer location
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) 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.
• Analyze 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 device (hardware and software) incidents through 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 deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide Conference room support, Remote Desktop support and Event Support at the customer location
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) 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.
• Analyze 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 device (hardware and software) incidents through 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 deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Requirements:

• Knowledge and experience on Windows 10/11 OS.
• Experience in imaging Windows 11 imaging/reimaging experience using Pxe boot.
• Worked on software installation using SCCM, Software Center, and manually.
• Needed hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience using Intune, AD, BitLocker.
• Experience in Outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• 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—e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is 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 is required; Bachelor's Degree preferred.