Information Technology Desktop Support Level 1

Service Global, Inc.; Johnston (RI); In loco; USD 60.000 - 75.000; Tempo pieno

Descrizione del lavoro

Service Global, Inc. seeks an experienced desktop IT specialist to manage incidents, imaging, and deskside support across a customer site. You will handle hardware/software lifecycle, patching, and VIP deskside service, coordinating with vendors as needed.

The role requires 3–5 years in IT support, strong Windows 10/11 skills, and ITIL awareness. Collaboration with engineering teams and enterprise environments is expected.

Competenze

• 3–5 years of desktop IT support or engineering experience.
• Experience imaging Windows 11 using PXE boot.
• Proficient with SCCM/Software Center and Intune.
• Strong AD, BitLocker, and Outlook administration knowledge.
• Familiar with service management tools (ServiceNow) and ITIL basics.
• Experience in large orgs or engineering firms a plus.

Mansioni

• Manage desktop hardware, software, and connectivity incidents to resolution.
• Provide IMAC and deskside support services.
• Handle hard/soft break-fix for laptops/desktops with vendor spares.
• Offer conference room and remote desktop support at customer sites.
• Maintain standard images and software lifecycle across devices.
• Apply patching and manage hardware replacements with vendor spares.
• Analyze service desk data to identify training or automation needs.
• Monitor security profiles and antivirus on all desktops.
• Provide VIP deskside support when no other IT is available at site.
• Follow ITIL incident, change, problem, and service request processes

Conoscenze

VIP support

Deskside support

Remote support

ITIL knowledge

Windows expertise

Formazione

Associate degree (A.A.) or equivalent

Bachelor's degree preferred

Strumenti

SCCM

Software Center

Intune

Active Directory (AD)

BitLocker

Outlook administration

Humanscale troubleshooting

ServiceNow

MS Office

Remote support tools

VPN

Lync

PXE boot imaging

Descrizione del lavoro

• Responsibilities: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 Conference room support, Remote Desktop support and Event Support at the customer location
• 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 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 is available, like for MI calls.
• Requirements:Knowledge and experience on Windows 10/11 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 technicians 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 is required; Bachelor's Degree preferred.