Desktop Support Technician

The Desktop Support Technician role at Iron Service Global Inc is an onsite position based in Washington, DC, supporting desktop users and desk-side needs from incident resolution through configuration, security monitoring, and VIP support.

Role Focus

Manage desktop device incidents through to resolution, provide desk-side and IMAC support, and handle installation and configuration tasks across the desktop lifecycle. The position also includes monitoring security profiles and anti-virus compliance and ensuring devices are set up with the correct desktop image.

Responsibilities

• Handle desktop device incidents covering hardware, software, and connectivity from intake through resolution.
• Support IMAC and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved support and maintenance for operating systems and standard office applications across Desktop (Field Users) Devices for their entire lifecycle, including remote management using appropriate tools.
• Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements, with spares provided by the vendor.
• Analyze Service Desk calls and incident data for desktop devices to advise customers on potential user training needs and automation opportunities.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti-virus software on all desktop devices and take appropriate action if devices are not compliant with security requirements.
• Provide VIP support for desk-side issues per contract, and serve as the site point of contact for IT-related issues when other IT support teams are unavailable for MI calls.

Requirements

• Good to have knowledge in AD and experience with smart hands and feet support.
• Good to have knowledge and experience supporting MAC devices and tablets.
• Experience using a service management tool such as ServiceNow.
• Good expertise with EUC tools, remote support tools, MS Office, and Outlook.
• Preferable understanding of Lync, VPN, and mobile device support.
• Awareness of ITIL processes including Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor’s Degree preferred.

Required Skills and Technologies

• AD
• ServiceNow
• EUC tools
• Remote support tools
• MS Office
• Outlook
• Lync
• VPN
• Anti-virus software
• ITIL

Compensation, Schedule, and Location

• Location: Washington, DC (onsite)
• Work location: In person
• Expected hours: 40.0 per week
• Pay: USD 22.00 to 23.00 per hour

Benefits

• Dental insurance
• Health insurance
• Paid time off