Desktop EUC L1

Iron Systems, Inc; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Iron Systems, Inc in New York is seeking a Desktop Support Technician to manage desktop devices, including hardware, software, and connectivity, through to resolution.

You will handle IMAC and desk-side support, ensure standard OS images, patching, and security compliance, and serve as the on-site IT point of contact for VIP issues when other teams are unavailable.

Experience with ServiceNow, ITIL processes, and MS Office is preferred.

Qualifications

• Knowledge and experience with Windows 7 OS in a corporate setting.
• Experience using ServiceNow for incident and request management.
• Familiarity with ITIL processes and on-site desktop support.

Responsibilities

• Manage desktop devices (hardware, software, connectivity) incidents through to resolution.
• Handle IMAC and desk-side support services.
• Manage break-fix services for laptops/desktops.
• Provide standard hardware/software support and maintain OS images across the lifecycle.
• Remote management of desktop devices and patching with vendor spares.
• Analyze helpdesk data to identify training needs and automation opportunities.
• Ensure desktop devices have the correct desktop image installed.
• Monitor security profiles and antivirus to enforce compliance.
• Provide VIP on-site support when other IT teams are unavailable.

Skills

Windows 7

AD

Mac devices

ServiceNow

EUC tools

MS Office

Outlook

Lync

VPN

ITIL

Education

AA or equivalent

Bachelor's preferred

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.