Desktop Support Technician

Iron Service Global Uk Limited • Philadelphia, PA

398d • $45,760 - $54,080

About The Position

The Desktop Support Technician at Iron Service Global Inc. is responsible for managing and resolving incidents related to desktop devices, including hardware, software, and connectivity issues. This role involves providing support for the entire lifecycle of desktop devices, ensuring compliance with security requirements, and offering VIP support for desk-side issues. The technician will also analyze service desk calls to identify training needs and optimize device configurations.

Requirements

• Knowledge and experience on Windows 7 OS.
• Good to have knowledge in Active Directory and smart hands and feet support.
• Good to have knowledge and experience of supporting MAC devices and tablets.
• Experience with Service management tools, e.g., ServiceNow.
• Expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support is preferable.
• Awareness of ITIL processes related to Incident, Change, Problem, and Service Request 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.

Nice To Haves

• Experience with ServiceNow (1 year preferred)
• Experience with Active Directory (1 year preferred)
• Experience with Windows (1 year preferred)

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 support and maintenance on Desktop Devices for their entire lifecycle.
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.
• Analyze Service Desk calls for Desktop Devices and incident data to identify potential user training requirements.
• 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 case of non-compliance.
• Provide VIP support for Desk side issues and act as the point of contact for all IT-related issues.

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree