Level 1 Desktop Technician Role

Service Global, Inc.; Austin (TX); On-site; USD 50,000 - 75,000; Full time

Job summary

Service Global, Inc. is seeking a skilled desktop support technician to manage incidents end-to-end for Windows-based systems. You will handle IMAC, deskside services, and hardware break/fix tasks across the device lifecycle.

The role requires experience with imaging Windows 11 via PXE, SCCM/Software Center deployments, Intune/AD/BitLocker, and Outlook administration. Prior security compliance and ITIL familiarity are valuable.

Qualifications

• Experience with Windows 7 OS and imaging Windows 11 using PXE.
• Experience installing software via SCCM/Software Center and manually.
• Hands-on Dell hardware break/fix with batteries replacement.
• Experience with Intune, AD and BitLocker management.
• Proficiency in Outlook administration and VPN/mobile device support.
• Familiarity with ITIL incident/change/problem processes and service requests.

Responsibilities

• Manage desktop device incidents through to resolution.
• Manage IMAC and deskside support services.
• Handle hardware and software break fixes for laptops/desktops.
• Provide standard hardware/software support across lifecycle, including remote management.
• Manage desktop configuration including patch updates and hardware replacements.
• Analyze service desk data to identify training or automation needs.

Skills

Windows 7

Imaging Windows 11

SCCM/Software Center

Dell hardware break fix

Intune

AD/Active Directory

BitLocker

Outlook administration

Education

AA degree in electronics

Bachelor's degree preferred

Tools

SCCM

Intune

AD

BitLocker

ServiceNow

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.