Desktop Field Support

Travel to customer locations is an essential function of this role. Assignments are generally local; however, candidates may be required to travel anywhere within the United States based on operational requirements. Candidates must possess a valid driver’s license and have reliable transportation. Approved mileage and eligible travel expenses will be reimbursed in accordance with Iron Systems’ travel and expense policy.

Responsibilities

• Manage Desktop Devices (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, including patch updates, hardware replacements with spares provided by vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• 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 the point of contact at the site for all IT-related issues if no other IT support team is available, such as for MI calls.

Requirements

• Knowledge and experience with Windows OS.
• Good to have knowledge of Active Directory (AD) and Smart Hands & Feet support.
• Good to have knowledge and experience supporting Mac devices and tablets.
• Experience with Service Management tools (e.g., ServiceNow).
• Strong expertise with EUC tools, remote support tools, Microsoft Office, and Outlook.
• Preferably have a good understanding of Microsoft Lync, VPN, and mobile device support.
• Understanding of ITIL processes, including Incident, Change, Problem, and Service Request Management, along with 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.