Desktop Support L1

Iron Systems, Inc; Swiftwater (Monroe County); On-site; USD 55,000 - 75,000; Full time

Job summary

Iron Systems, Inc. in Swiftwater, PA is seeking an IT Desktop Support professional to manage hardware, software, and connectivity incidents through resolution.

You will handle IMAC and desk-side support and ensure standard hardware/software support across the Desktop Devices lifecycle, including remote management and security compliance. Responsibilities include configuring desktops, patching, and liaising with vendors for spares, while leveraging ServiceNow and remote support tools.

Qualifications

• Knowledge and experience on Windows 7 OS.
• Experience with AD and smart hands & feet support.
• Experience with supporting MAC devices and tablets.
• Experience with Service management tool – ServiceNow.
• Strong MS Office & Outlook proficiency; remote support tools.
• 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 in electronics; Bachelor's degree preferred.

Responsibilities

• Manage Desktop Devices (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 for Desktop Devices for their lifecycle, including remote management.
• Support, manage, optimize and maintain Desktop configuration and installation (patches, hardware replacements, vendor spares).
• Analyse Service Desk calls to identify training needs and potential automation.
• Ensure each Desktop Device has the appropriate Desktop image.
• Monitor security profiles and antivirus on Desktop Devices; address non-compliance.
• Provide VIP desk-side support per contract and be the site point of contact when other IT support is unavailable.

Skills

Windows 7 OS knowledge

Active Directory (AD)

MAC devices & tablets support

Lync, VPN, mobile device support

ITIL processes (Incident, Change, etc)

Remote support tools

Education

Associate degree (A.A.) in electronics

Bachelor's degree preferred

Tools

ServiceNow

MS Office & Outlook

Job description

• Manage Desktop Devices (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 limited to, patch updates, hardware replacements, with spares provided by 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 Devices (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 Devices (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 limited to, patch updates, hardware replacements, with spares provided by 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 Devices (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 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 three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.