Desktop Support L1

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

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related 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 adversely affect end‑user experience and follow through on action steps to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement, responding to end‑user requests for updates on ticket status promptly.
• Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement).
• Perform end‑user support related security and controls and compliance‑related 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 phone movement.
• Update the inventory of phones, peripherals, and system cards (e.g., TDM, digital and CPU cards) for the network voice team.
• Test cables using a tester for IP and TDM phones from patch panel to user’s desk.
• Punch cables for different types of panels (patch, IDF, MDF) using Krone tools.
• Update circuit inventory and vendor details for the service provider to the network voice team.
• Coordinate with local vendors for ISP, OEM, channel supplier, and other teams.

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education.
• 1–3 years of field services technician experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem‑solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for travelling to remote sites or clusters.
• Provide assistance for network‑related issues.
• Should be able to lift weight up to 30 lbs at waist level.

Seniority level:
Mid‑Senior.

Employment type:

Full‑time.

Job function:
Information Technology.

Industries: IT Services and IT Consulting.