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Deskside Support EUC L2

Iron Systems, Inc
Atlanta, GA Full Time
POSTED ON 4/4/2025
AVAILABLE BEFORE 5/4/2025
Responsibilities

  • Provides second-line investigation and diagnosis.
  • Resolves and closes incidents/service requests as per the procedures & allocated timelines
  • Logs relevant incident/service request details as per process in the ITSM tool.
  • Communicates with client regarding incident progress
  • Ensures tickets are updated at all times until issues are resolved
  • Complies with Quality Health Safety Environment (QHSE) and IT policies
  • Liaises with clients, IT support groups and 3rd party providers when necessary
  • Performs staging of PCs
  • Performs IMAC (Install, Move, Add, and Change) of end-user hardware (laptops, desktops, mobile devices, printers, desk phones, meeting room devices, etc).
  • Conducts hardware and software maintenance and support
  • Troubleshoots and resolves PC incidents and/or VIP requests
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination
  • Creates/maintain documentation for scope of work
  • Special events coverage, meeting room & VCON & voice devices support
  • Centralized hardware and Spare part stocking and local site inventory management and asset management
  • Stock management
  • Break fix services to nearest small sites, leveraging shipping options (Device exchange or Loaner PC)
  • Hardware vendor coordination for Break fix
  • Imaging & provisioning of devices. Setup and build workstations
  • Update AMDB, including hardware and software
  • PC and other devices: logistics management
  • Coordinate activities with third parties to resolve the IT issues or complete service requests
  • Follow standard operating procedures as documented in the knowledge management system.
  • Providing trainings and demo’s when needed to end users
  • Onsite admin tasks e.g. backup, OS migration.
  • Onsite Operational support of Industrial mobility devices
  • Mobility: Operational support for company-owned mobile phones, tablet devices and BYOD
  • Asset Disposal
  • Coordinate with regional/global support groups for end-to-end request resolution and escalation.
  • Operational support of buyer-certified standalone printers (driver installation / connectivity and printer software-related troubleshooting)
  • Operational support for non-network connected HBO AIO Printer / Scanner / Fax
  • Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines

Technical/Functional Skills

  • Strong knowledge of desktop/laptop hardware
  • Good knowledge of Win 10, Win 11 & MS Office
  • Experience on MS Outlook support
  • Experience on Active Directory support
  • Understanding of daily operations and delivery processes
  • Application / software installation and trouble shooting
  • Knowledge / exposure on ticketing tools (Service Now)
  • Windows system administration
  • Strong Troubleshooting Skills
  • Hardware, operating system & software knowledge of laptops, desktops, mobile devices, printers etc.
  • Working knowledge of supporting computer peripherals, like printer, scanners, non-standard devices, etc.
  • Understanding of active directory, networking
  • Hardware, operating system & software knowledge

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