- Company Name
- Iron Systems, Inc
- Job Title
- Desktop Support Tech - L1 - 30.00/hr on T4 + Benefits
- Job Description
-
**Job Title**
Desktop Support Technician – Level 1
**Role Summary**
Provide first‑line desktop support for hardware, operating systems, and productivity applications. Resolve incidents, perform imaging and configuration, maintain security compliance, and collaborate with service desk and engineering teams to ensure reliable end‑user IT service.
**Expectations**
* Handle all Level‑1 desktop incidents end‑to‑end.
* Maintain device inventory, spare parts, and image repositories.
* Adhere to ITIL processes (Incident, Change, Problem, Service Request).
* Deliver timely VIP deskside assistance when senior staff are unavailable.
**Key Responsibilities**
1. Diagnose and remediate hardware, software, and connectivity issues on Windows 7/10/11 desktops and laptops.
2. Create, reimage, and deploy desktop images using PXE, SCCM, and Intune.
3. Install and update standard office applications, including Outlook, and perform routine OS patching.
4. Replace laptop batteries, collaborate with Dell technicians for hardware repairs, and maintain documentation.
5. Monitor antivirus and security profiles; enforce compliance and remediate non‑compliance.
6. Analyze service desk tickets to identify training or automation opportunities.
7. Manage secure remote access (VPN, Lync) and mobile device support.
8. Execute smart‑hands support and on‑site deskside service per contract SLA.
9. Track spare parts inventory, coordinate procurement, and log usage.
10. Utilize ServiceNow (or equivalent) for incident logging and resolution workflow.
**Required Skills**
* Proficient with Windows 7/10/11 operating systems.
* Hands‑on Windows imaging/re‑imaging (PXE, SCCM, Intune).
* Experience with Microsoft Endpoint Manager, Active Directory, BitLocker, and Outlook administration.
* Strong troubleshooting of hardware (Dell or similar), batteries, and peripherals.
* Familiarity with service desk tools (ServiceNow, SCCM, Software Center).
* Knowledge of EUC support, remote support tools, and MS Office suite.
* Understanding of ITIL processes and spare stock management.
* Ability to support macOS devices and tablets is a plus.
**Required Education & Certifications**
* Associate degree (A.A.) or equivalent in electronics, information technology, or a related technical field.
* Bachelor’s degree in IT or related discipline is preferred.
* Certifications in Windows Server, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation recommended.