Desktop Support Specialist

Iron Systems, Inc; Austin (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Iron Systems, Inc. is seeking a desktop support professional to manage incidents, image deployment, and end-to-end deskside services across Windows environments.

You will handle hardware/software break-fix, patch management, and security monitoring while providing VIP support at client sites. A mix of AD/Intune management, VPN access, and ITIL-aligned processes is required.

Qualifications

• Minimum 3-5 years of desktop support experience.
• Experience with Windows 7 and imaging Windows 11 via PXE boot.
• Experience with SCCM, Software Center, and manual software deployment.
• Dell hardware break-fix experience; battery replacements.
• Experience with Intune, AD, BitLocker, and Outlook administration.
• Experience with VPN, Lync, and mobile device support.
• Familiar with ITIL incident/change/problem processes.
• ServiceNow experience; familiarity with EUC tools.
• MAC devices/tablets knowledge preferred.

Responsibilities

• Manage desktop device incidents through to resolution.
• Manage IMAC and deskside support services.
• Handle hardware and software break-fix for laptops and desktops.
• Provide standard hardware/software support for desktop devices lifecycle.
• Manage desktop configuration, patching, and hardware replacements with vendor spares.
• Analyze service desk data to identify training or automation needs.
• Ensure desktop devices are installed with the correct image.
• Monitor security profiles and antivirus for desktop devices.
• Provide VIP deskside support when primary IT team is unavailable.

Skills

Windows OS support

Imaging & deployment

SCCM

Intune

Active Directory

BitLocker

Outlook administration

VPN & remote support

ITIL processes

ServiceNow

Education

Associate degree in electronics or related field

Bachelor's degree preferred

Tools

PXE boot imaging

Remote management tools

ServiceNow

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside 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 user) 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.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements 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 deskside issues per contract and be the 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.
• Experience in Imaging Windows 11 Imaging/reimaging experience using Pxe boot.
• Worked on Software installation using SCCM, Software center and manually.
• Needed Hands on experience replacing batteries and working with Dell Technician on Hardware break fix.
• Experience using Intune, AD, BitLocker.
• Experience in outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• 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—e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is 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.