Iron Service Global Inc is hiring a Desktop Support Technician for on-site support in Norwood, MA.

Own desktop incident management for hardware, software, and connectivity through resolution
Provide IMAC and deskside support services
Handle hard- and soft-break fix for laptops and desktops
Support conference room environments, remote desktop sessions, and event support at the customer location
Maintain standard, approved hardware and software (operating systems and standard office applications) across the desktop device lifecycle, including remote management using appropriate tools
Manage and optimize desktop configuration and installations, including patch updates and hardware replacements using vendor-provided spares
Review service desk desktop incident data to identify patterns and advise customers on potential user training requirements and automation opportunities
Ensure each desktop device is installed with the appropriate desktop image
Monitor security profiles and anti-virus status on all desktop devices and take action when security requirements are not met
Deliver VIP support for deskside issues per contract and act as the site point of contact for IT-related issues when other IT teams are not available (including MI calls)

Minimum experience: 3-5 years (minimum expectation stated)
Windows experience: Knowledge and experience on Windows 7
Imaging: Windows 11 imaging/reimaging using PXE boot
SCCM: Experience with software installation using SCCM and Software Center, plus manual installs
Hardware break-fix: Hands-on experience replacing batteries and working with Dell technicians
Endpoint/security tools: Experience using Intune, AD, and BitLocker
Outlook: Experience in Outlook administration
HumanScale: Experience troubleshooting Humanscale
Work environment: Experience supporting in engineering firms or large companies
Service management: Experience using a service management tool such as ServiceNow
UCC/EUC + remote: Expertise on EUC tools, remote support tools, MS Office, and Outlook
Preferred/Good to have: Knowledge of AD and smart hands-and-feet support
Preferred/Good to have: Knowledge and experience supporting MAC devices and tablets
Preferable: Understanding of Lync, VPN, and mobile device support
ITIL awareness: Familiarity with ITIL processes for Incident, Change, Problem, Service Request, including spare and buffer stock management
Education: Associate degree (A.A.) or equivalent from a three-year college/technical school with emphasis in electronics; Bachelor’s Degree preferred

Desktop Support Technician

Job Description