Iron Systems - Los Angeles, CA
posted 4 months ago
The Desktop Support Engineer L1 position is a critical role within our technology services team, focusing on providing comprehensive support for desktop devices, including hardware, software, and connectivity issues. This role involves managing incidents from start to finish, ensuring that all desktop devices are functioning optimally and securely. The engineer will be responsible for the installation, maintenance, and troubleshooting of desktop devices, ensuring that they are equipped with the appropriate operating systems and standard office applications throughout their lifecycle. This includes remote management of devices using specialized tools to enhance efficiency and effectiveness in support delivery. In addition to managing incidents, the Desktop Support Engineer will oversee IMAC (Install, Move, Add, Change) and desk-side support services, ensuring that all requests are handled promptly and effectively. The role also requires the management of hard and soft break-fix services for laptops and desktops, ensuring that any issues are resolved quickly to minimize downtime for users. The engineer will analyze service desk calls and incident data to identify trends and potential training needs for users, thereby improving overall service quality and user satisfaction. The position also entails monitoring security profiles and anti-virus software on all desktop devices, taking necessary actions in case of non-compliance with security protocols. The engineer will provide VIP support for desk-side issues as per contract requirements and will serve as the primary point of contact for all IT-related issues at the site when other IT support teams are unavailable. This role is essential in maintaining a secure and efficient IT environment for all users.