Desktop Support L1

Iron Systems, Inc; Moosic (Lackawanna County); On-site; USD 42,000 - 64,000; Full time

Job summary

Iron Systems, Inc. seeks an Onsite Support Technician to deliver end-user hardware and software configuration, troubleshoot issues, and provide high-quality service to end users in the Moosic, PA area.

The role involves desk-side support, data migration, device refreshes, and coordination with vendors for warranty repairs. Candidate should have 1-3 years of experience, strong customer service skills, and familiarity with IP phones, VPN, and Windows environments.

Qualifications

• BS/BA in Computer Science, Information Systems, or equivalent.
• Experience with desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and communication skills.
• Experience supporting Windows OS, MS Office, VPN, local/network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving abilities.
• CompTIA A+ certification or equivalent.
• Willingness to travel to remote sites or clusters.
• Provide assistance for network-related issues.
• Lift up to 30 lbs at waist level.

Responsibilities

• Install and configure desktops, laptops, mobile devices, and peripherals with related software.
• Perform break-fix, desk-side support, IMACDs, data migration, and refreshes.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify issues impacting end-user experience and follow through on actions to prevent them.
• Manage the ticket queue and ensure SLA-compliant resolutions.
• Coordinate with vendors for end-user support and warranty repairs.
• Support security/compliance tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support and project teams for service delivery improvements.
• Provide IT support for on-site or off-site events and disaster recovery.

Skills

End-user support

Desktop support

Hardware troubleshooting

Software troubleshooting

Ticketing

Vendor coordination

Security & compliance

Disaster recovery

On-call support

Network/voice support

Education

BS/BA in Computer Science or Information Systems

Tools

Avaya phones

Nortel phones

Cisco phones

Siemens phones

Mitel phones

Job description

Experience 1-3 YearsAs 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 YearsAs 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