Desktop EUC L1

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

Job summary

Iron Systems, Inc in Tempe, AZ seeks a Desktop Support Technician to manage desktop devices, incidents, and desk-side services across the lifecycle. You will handle hardware/software support, patching, and remote management while ensuring security compliance and VIP site support.

The role requires Windows 7 experience, AD knowledge, and familiarity with ServiceNow and ITIL processes. Bachelor's degree is preferred; associate degree acceptable.

Qualifications

• Knowledge and experience on the Windows 7 OS.
• Experience with AD and smart hands and feet support.
• Experience with MAC devices and tablets.
• Experience with Service management tool – e.g. ServiceNow.
• MS Office and Outlook proficiency.
• Understanding of Lync, VPN, and mobile device support.
• Awareness of ITIL processes: Incident, Change, Problem, Service Request and related activities.
• Associate degree (A.A.) or equivalent; Bachelor's degree preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Manage IMAC and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide hardware and software support for Desktop (Field Users) Devices across lifecycle.
• Manage desktop configuration and installation, patch updates, and vendor spare parts.
• Analyze Service Desk calls to identify training or automation needs.
• Ensure desktop devices have the correct desktop image.
• Monitor security profiles and anti-virus software; address non-compliance.
• Provide VIP desk-side support as per contract and be site point of contact.

Skills

Windows 7 knowledge

AD / Smart Hands

MAC devices & tablets

ServiceNow

MS Office & Outlook

VPN & mobile device support

ITIL awareness

Education

Associate degree or equivalent in electronics

Bachelor's degree preferred

Tools

ServiceNow

Remote support tools

EUC 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.