Desktop Support L1

Iron Systems, Inc; Moosic (Lackawanna County); On-site; USD 42,000 - 56,000; Full time

Job summary

Iron Systems, Inc. is seeking an onsite support technician to deliver end-user hardware and software configuration, troubleshooting, and customer-focused service across multiple sites in Lackawanna County. You will manage tickets, perform desk-side support, and coordinate with vendors for timely resolutions.

The role requires 1–3 years of experience, strong communication skills, and the ability to lift up to 30 lbs. ACompTIA A+ certification and Windows OS proficiency are preferred.

Qualifications

• Experience with desktop systems and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows OS, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Provide assistance for network-related issues
• Should be able to lift up to 30 lbs at waist level
• Update inventory for phones, peripherals, and system cards to network voice team.
• Testing cables for IP/TDM phones from patch panel to desk
• Punching cables for panels like Krone, IDF, MDF with Krone tools
• Coordinate with ISP/OEM/channel supplier and different teams

Responsibilities

• Install and configure desktops, laptops, mobile devices, and peripherals and related software.
• Perform break-fix, desk-side support, IMACD’s, Data Migration, Refreshes.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identifies potential issues that could affect End User experience and follows through to prevent them.
• Manage the ticket queue and ensure tickets are resolved within the SLA.
• Coordinate with vendors for provision of end-user support.
• Perform end-user support-related security and controls tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup and AV coordination.
• Provide IT support for disaster recovery and immediate response in emergencies at local sites.
• Provide On-call support outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices

Skills

Customer service

Verbal communication

Analytical thinking

Troubleshooting

Windows support

Education

BS/BA in Computer Science

CompTIA A+ certification

Tools

MS Office

VPN

Remote desktop tools

Job description

Experience 1-3 Years

As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting and providing quality services to the end users, which includes the following key roles and responsibilities, but not limited to:

Experience 1-3 Years

As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting and providing quality services to the end users, which includes the following key roles and responsibilities, but not limited to: Provide customer-facing end-user support that includes

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break-fix, desk-side support, IMACD’s, Data Migration, Refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)
• Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide Hand and Feet support for network data and voice devices

FSO Telecom task:

• Installation of IP, wireless, analog, and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
• Configuration of phones using SOP and phones' movement.
• Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards etc.) to the network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panels, like patch panel or IDFs or MDFs for Krone, with Krone tools and punching tool
• Update the circuit inventory and vendor details for the service provider to the network voice team.
• Coordination with local vendor for ISP, OEM, channel Supplier and different teams

Desired Qualifications:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience:

• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Provide assistance for network-related issues
• Should be able to lift weight up to 30 lbs at waist level
• Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for the service provider to the network voice team.

Coordination with local vendor for ISP, OEM, channel Supplier and different teams