Iron Systems - Conway, AR
posted 4 months ago
The Desktop Support Engineer L1 position is a critical role within our IT support team, responsible for managing and resolving incidents related to desktop devices, including hardware, software, and connectivity issues. This position requires a proactive approach to support, ensuring that all desktop devices are functioning optimally and that users receive timely assistance. The engineer will handle the entire lifecycle of desktop devices, from installation to maintenance, ensuring compliance with security protocols and providing exceptional support to end-users, including VIPs. The role also involves analyzing service desk calls to identify training needs and potential automation opportunities, thereby enhancing overall service delivery. In this role, the Desktop Support Engineer will manage IMAC (Install, Move, Add, Change) and desk-side support services, ensuring that all incidents are tracked and resolved efficiently. The engineer will be responsible for managing both hard and soft break-fix services for laptops and desktops, providing standard hardware and software support, and maintaining the configuration and installation of desktop systems. This includes performing patch updates, hardware replacements, and managing spare parts provided by vendors. The engineer will also monitor security profiles and anti-virus software on all desktop devices, taking necessary actions in case of non-compliance with security requirements. The Desktop Support Engineer will serve as the primary point of contact for all IT-related issues at the site, especially in the absence of other IT support teams. This role requires strong communication skills and the ability to provide VIP support for desk-side issues as per contract requirements. The engineer will also be expected to maintain a high level of customer service and technical expertise, ensuring that all desktop devices are installed with the appropriate images and configurations.