L1 EUC Desktop Support Tech

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

Job summary

Iron Systems, Inc. is seeking an experienced desktop support specialist to manage imaging, software deployment, and deskside incidents across devices, with a focus on Windows environments and DHCP/enterprise tools.

You will own VIP deskside activities, perform hardware break-fix with vendor collaboration, and ensure security and device compliance for the fleet.

Qualifications

• Knowledge and experience on Windows 7 OS.
• Imaging Windows 11 with PXE boot.
• Imaging and software deployment via SCCM / Software Center.
• Hands-on hardware break-fix with Dell technicians.
• Experience with Intune, AD, BitLocker.
• Outlook administration experience.
• Humanscale troubleshooting experience.
• Experience in engineering firms or large companies.
• Minimum 3–5 years of experience.
• Knowledge of AD and smart hands and feet support.
• MAC device/tablet support knowledge is a plus.
• Experience with ServiceNow and ITIL processes.

Responsibilities

• Manage desktop hardware, software, and connectivity incidents through resolution.
• Oversee IMAC and deskside support services.
• Handle hardware break-fix for laptops/desktops with vendor spares.
• Provide standard hardware/software support and lifecycle maintenance for desktops.
• Configure desktops with patches and images; remote management as needed.
• Analyze service desk data to identify training and automation needs.
• Ensure proper desktop imaging and security compliance on devices.
• VIP deskside support and serve as local IT contact when needed.

Skills

Deskside support

VIP support

Remote support

ITIL knowledge

Lync VPN knowledge

Education

Associate degree in electronics or related field

Bachelor's degree preferred

Tools

SCCM

Intune

AD

BitLocker

ServiceNow

Outlook

Humanscale troubleshooting

VPN

Lync

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.