Desktop Support Technician

Iron Systems, Inc; Tempe (AZ); On-site; USD 30,000 - 47,000; Full time

Job summary

Iron Systems, Inc is seeking a skilled IT Desktop Support Specialist for a 12-month engagement in Tempe, AZ. You will manage desktop hardware and software incidents, provide IMAC and desk-side support, and ensure desktops are configured with standard images and security controls.

You will work with AD, MAC support, ServiceNow, VPN and EUC tools, delivering VIP desk-side service and acting as site IT contact when needed, with strong ITIL process knowledge and a technical electronics background.

Qualifications

• Experience with desktop hardware/software support across Windows and macOS.
• Familiarity with ITIL incident/change/problem management.
• Bachelor’s degree preferred; AA in electronics required.

Responsibilities

• Manage desktop device incidents through to resolution.
• Handle IMAC and desk-side support services.
• Perform hardware/software maintenance on desktop devices for full lifecycle.
• Remote management of desktop devices using appropriate tools.
• Patch updates and hardware replacements with vendor spares.
• Analyze service desk data to identify training or automation needs.
• Ensure desktops have the correct desktop images.
• Monitor security profiles and antivirus on all desktops.
• Provide VIP desk-side support and site IT contact when needed.

Skills

AD/Active Directory

MAC support

Tablets

Lync

VPN

MS Office

Outlook

ServiceNow

Remote support tools

ITIL processes

Spare stock management

Smart hands

Education

Associate degree in electronics

Bachelor’s degree preferred

Tools

ServiceNow

VPN clients

Remote management tools

Endpoint management tools

Job description

Job Duration: 12 months (With Possible extension if applicable)

Job Summary:

Responsibilities:

• Manage desktop device (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 be limited to, patch updates and hardware replacements with spares provided by the 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 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 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:

• 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 a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.