Desktop Support Technician – Imaging, IMAC & Onsite Help

Iron Systems, Inc; Bedford (MA); On-site; USD 55,000 - 85,000; Full time

Job summary

Iron Systems, Inc is seeking a capable IT Helpdesk Technician to provide second-line investigation and diagnosis for end-user devices in Bedford, MA. You will resolve incidents and service requests within defined timelines and document progress in ServiceNow, while coordinating with client teams and third-party vendors.

The role requires strong Windows troubleshooting, imaging & provisioning, and Active Directory support.

Qualifications

• Experience delivering second-line IT incident resolution.
• Strong hardware and software troubleshooting skills.
• Familiarity with ITSM ticketing and AD management.
• Ability to communicate with clients and document actions clearly.

Responsibilities

• Provide second-line investigation and diagnosis.
• Resolve and close incidents/service requests per procedures and timelines.
• Log incident details in the ITSM tool and update tickets continuously.
• Communicate incident progress to clients; liaise with teams and vendors.
• Perform IMAC tasks for end-user devices and image provisioning.
• Assist with IT security issues and virus elimination as needed.
• Create and maintain scope-of-work documentation; provide end-user trainings.

Skills

Incident management

Desktop/Laptop hardware

Windows troubleshooting

MS Office / Outlook

Troubleshooting

Client communication

IT security awareness

Vendor coordination

Tools

ServiceNow

Active Directory

Imaging & provisioning

Printer/Scanner support

OS migration

Networking basics

Job description

Iron Systems, Inc is seeking a capable IT Helpdesk Technician to provide second-line investigation and diagnosis for end-user devices in Bedford, MA. You will resolve incidents and service requests within defined timelines and document progress in ServiceNow, while coordinating with client teams and third-party vendors.

The role requires strong Windows troubleshooting, imaging & provisioning, and Active Directory support.