Desktop EUC L1

Iron Systems, Inc; Tempe (AZ); On-site; USD 42,000 - 66,000; Full time

Job summary

Iron Systems, Inc is seeking a Desktop Support professional to manage incidents, IMAC and desk-side services, and end-to-end hardware/software support for desktop devices across the lifecycle.

You will monitor security, provide VIP support on site, and coordinate with the wider IT team to ensure compliant configurations and timely resolutions. Knowledge of Windows 7, AD, Mac support, and ITIL practices is essential.

Qualifications

• Knowledge and experience on the Windows 7 OS.
• Good to have knowledge in AD and smart hands and feet support.
• Good to have knowledge 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.

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 support and maintenance on Desktop Devices for their lifecycle.
• Support, manage, optimize and maintain the configuration and installation of the desktop, including patch updates and hardware replacements.
• Analyse Service Desk calls for Desktop Devices and incident data to identify training or automation needs.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and antivirus on all Desktop Devices and take action on non-compliance.
• Provide VIP desk-side support per contract and be the site point of contact for IT issues when others are unavailable.

Skills

Windows 7

AD

MAC support

ServiceNow

MS Office/Outlook

Lync/VPN/Mobile support

ITIL

Education

Associate degree

Tools

ServiceNow

EUC tools

Remote support tools

Job description

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 advise 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 is available (e.g., 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.