Desktop Support L1

Desktop Support L1

Join to apply for the Desktop Support L1 role at Iron Systems, Inc.

Minimum Experience:

1-3 Years of Field Services Technician.

This position provides Customer Facing End‑User Support and involves on‑site and remote troubleshooting, configuration, and support activities.

• Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
• Perform break‑fix, desk‑side support, IMACDs, data migration, refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could affect end‑user experience and take action to prevent them.
• Manage ticket queue and ensure tickets are resolved and closed within the defined SLA.
• Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement).
• Perform end‑user support related security, controls, and compliance tasks such as access reviews, risk assessments, control verifications, facility inspections, and maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on‑site or off‑site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand‑by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide on‑call support outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices.

• Installation of IP, wireless, analog and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Configuration of phones using SOP and phones movement.
• Update inventory of phones, peripherals and system cards (e.g., TDM, digital and CPU cards) to the network voice team.
• Test cables using a tester for IP phones and TDM phones from patch panel to user’s desk.
• Punch cables for different types of panels (patch, IDF, MDF) using the krone tool and punching tool.
• Update circuit inventory and vendor details for service providers to the network voice team.
• Coordinate with local vendors for ISP, OEM, channel suppliers and other teams.

• BS/BA in Computer Science, Information Systems, or equivalent.
• CompTIA A+ certification or equivalent.
• Excellent customer service orientation and verbal communication skills.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent support for Windows operating systems, MS Office, VPN, local and network printing, notebooks and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem‑solving ability.
• Flexible for traveling to remote sites or clusters.
• Assist with network‑related issues.
• Should be able to lift weight up to 30 lbs at waist level.

Entry level.

Full‑time.