Desktop EUC L1

Iron Systems, Inc; Muncie (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Iron Systems, Inc. seeks a desktop support specialist to manage desktop devices, incidents, IMAC tasks, and hardware break-fix services for site users across the lifecycle. You will provide standard hardware/software support and remotely manage devices as needed.

The role requires Windows 7 expertise, AD know‑how, MAC support, and ServiceNow experience, with ITIL-aligned incident management and security vigilance. On-site work in Indiana (Muncie area) is expected.

Qualifications

• Knowledge of Windows 7 OS and service desk ticketing.
• Experience with Active Directory and remote hands/feet support.
• Experience supporting MAC devices and tablets preferred.
• Familiarity with ServiceNow and MS Office applications.
• Understanding of ITIL incident/change/problem processes.

Responsibilities

• Manage desktop device incidents through to resolution.
• Handle IMAC and desk-side support services.
• Provide hardware/software support for laptops and desktops.
• Maintain desktop OS patches, standard apps, and lifecycle management.
• Monitor security profiles and anti-virus on desktop devices.

Skills

Windows 7 OS

AD & smart hands

MAC devices & tablets

ServiceNow

EUC tools

MS Office & Outlook

Lync / VPN / mobile support

ITIL processes (Incident, Change, etc)

Education

AA/AS electronics

Bachelor's degree preferred

Tools

Remote support tools

VPN 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.