Desktop Support EUC L1

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

Job summary

Iron Systems, Inc. in Deerfield, IL seeks a capable first-line IT support specialist to aid end users with hardware, software, and account issues. You will troubleshoot Windows OS and Office, manage user accounts via Active Directory, and ensure efficient incident logging through ServiceNow.

Responsibilities include remote assistance with Teams, SLA adherence, and escalation to Level 2/3 when necessary. A strong focus on customer service and timely resolution is essential.

Qualifications

• Experience providing first-line IT support via phone, email, and tickets.
• Proficiency with Windows OS and Microsoft Office.
• Experience using Active Directory for account and access management.
• Familiarity with ServiceNow or similar ticketing systems.

Responsibilities

• Provide first-line technical support to end users via phone, email, and ticketing.
• Diagnose and resolve issues related to Windows OS, hardware, and Office applications.
• Manage user accounts, password resets, and access using Active Directory.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Log and track incidents in ServiceNow with SLA compliance.
• Troubleshoot basic network connectivity (Wi-Fi, VPN, IP config).
• Escalate complex issues to Level 2/3 support.
• Deliver remote support using Microsoft Teams and Remote Tool.

Skills

Customer support

Troubleshooting

Windows OS

Remote support

Ticketing systems

Active Directory

Microsoft Teams

ServiceNow

Tools

ServiceNow

Microsoft Teams

Remote tool

Active Directory

VPN

Wi-Fi

Printer management

Job description

• Provided first-line technical support to end users via phone, email, and ticketing systems.
• Diagnosed and resolved issues related to Windows OS, hardware, and standard applications such as Microsoft Office.
• Managed user accounts, password resets, and access permissions using Active Directory.
• Installed, configured, and maintained desktops, laptops, printers, and other peripherals.
• Logged and tracked incidents using ticketing tools like ServiceNow , ensuring SLA compliance.
• Troubleshot basic network connectivity issues (Wi-Fi, VPN, IP configuration).
• Escalated complex technical issues to Level 2/3 support teams.
• Delivered remote support using tools like Microsoft Teams and Remote tool.