What are the responsibilities and job description for the Deskside Support EUC L1 position at Iron Systems, Inc?
Responsibilities
- Break Fix” support incorporates the on-site diagnosis and repair of hardware by replacing faulty components or configuring replacement equipment.
- IMACD” is an industry term for Install, Move, Add, Change, and De-install/Dispose of IT equipment.
- All types of physical assistance are required at the desk of an end user to resolve IT related issues.
- Field Services support will cover both Microsoft/Windows and Apple/Mac OS platforms.
- Provide onsite or depot support specialists as necessary to provide customer end users with operational and technical support and to meet service levels.
- Coordinate activities with the Service Desk and provide Level 2 and Level 3 support to the Service Desk and/or customer end users as necessary.
- Break/fix repairs with respect to all end-user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, smart hand support for audio/visual and conference equipment and systems.
- Perform approved Install, Move, Add, Change, and Delete (IMACD) Services for End User Devices.
- Resolve Incidents and Problems associated with end-user devices and provide break/fix support, advice, and assistance to customer end users.
- Work with Customers OEM vendors and MPS (Managed Print Services) providers coordinate for issue resolution.
- Provide MAC PC support.
- Provide initial troubleshooting support for mobile phones, AV (Audio Video) devices and
- videoconferencing equipment before escalating the ticket for vendor resolution.
- Tech Bar Experience is also required.
- Perform end-user support related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and standby support.
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.