What are the responsibilities and job description for the Desktop Support L1 position at Iron Systems, Inc?
Responsibilities
- Image and install software on Windows, and Apple laptops and desktops, including IMAC (installations, moves, additions, and changes), and Remote support
- Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices.
- Printer break-fix and installation
- Disposal, redeployment and Asset reclaim
- Shipping coordination
- Data Backup and Data Recovery coordination
- Hardware Refresh
- Warranty and Out-of-warranty repair and replacement
- Depot Services
- Walk Up Support
- Spare parts management
- Good Knowledge / handon on supporting VDI 1st level Troubleshooting
- Executive (VIP) Support
- Audio and Video support, including Health Checks
- Inventory and Asset Management—Depot Operations
- Coordinate with external vendors for dispatch support
- Identify and resolve hardware and software application conflicts
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
- Responsible for asset tagging and entering all incoming equipment into our asset management system
- Collaborate with cross functional teams to properly onboard incoming new hires
- Ensure that hardware is properly assigned and updated into our management system
- Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
- Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
- Ensure that resolutions are consistent with company standards and policies
- Prefer 3-5 years IT experience, including technical training
- Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
- Experience with imaging windows 10 OS.
- Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
- Networked printer experience (queue creation, server maintenance, etc.)
- Experience in using PC-based word processing, presentation, and e-mail software preferred
- Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
- Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
- Outstanding customer service and interpersonal skills
- Excellent organizational skills and ability to prioritize tasks among many competing requests
- Experience working in or supporting a call center or help desk environment
- MCP and or A Certifications
- Aptitude for learning
- Excellent oral and written communication skills
- Ability to work in teams and in a team environment
- Able to lift up to 50 pounds
- Valid driver’s license
