Iron Systems, Inc
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Desktop Support L1
role at
Iron Systems, Inc .
Responsibilities
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.
Qualifications
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.
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Desktop Support L1
role at
Iron Systems, Inc .
Responsibilities
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.
Qualifications
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.
#J-18808-Ljbffr