Iron Systems, Inc
Desktop Support L1
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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.
Responsibilities
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.
FSO Telecom Task
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.
Desired Qualifications
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.
Seniority level Entry level.
Employment type Full‑time.
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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.
Responsibilities
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.
FSO Telecom Task
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.
Desired Qualifications
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.
Seniority level Entry level.
Employment type Full‑time.
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