Desktop Support Specialist
About the role
- Provide customer facing end-user support that includes
- Break-fix support for Laptop, desktops, tablets, and associated hardware peripherals
- IMAC support, including large scale/bulk office moves/re-stack activities (all moves)
- Support for operating systems, base load software, MS Office suite and other business applications.
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access related issues with smart card, passwords and security, application configuration and troubleshooting, and general inquiries
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- 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 stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
Health and Safety Responsibilities:
- Take every reasonable precaution to protect the health and safety of fellow employees, themselves, and any other person at or in the vicinity of a work site, as well as cooperate with all persons involved to that end.
- Read, understand, and comply with the company’s safety policies, rules, procedures, and practices.
- Notify management of any unsafe or harmful acts or conditions that may impact health, safety, or the environment.
- Promptly report to management all incidents, including injuries, illnesses, and near misses.
- Observe general principles of incident prevention and participate in the requirements of the safety program.
- Use devices and wear PPE as per regulatory requirements and ’s standards.
- Refrain from causing or participating in harassment or violence.
- Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and practices.
- When performing work on behalf of on a client’s work site, abide by the policies, rules, and procedures that are stipulated within the client’s safety program.
- Cooperate with any person exercising a duty imposed by the provincial OHS Act, Regulations, or Code.
- Comply with the provincial OHS Act, Regulations, and Code.
- Set an example for good safety conduct.
About Service Global, Inc.
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 800 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, IRON has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.
Desktop Support Specialist
About the role
- Provide customer facing end-user support that includes
- Break-fix support for Laptop, desktops, tablets, and associated hardware peripherals
- IMAC support, including large scale/bulk office moves/re-stack activities (all moves)
- Support for operating systems, base load software, MS Office suite and other business applications.
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access related issues with smart card, passwords and security, application configuration and troubleshooting, and general inquiries
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- 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 stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
Health and Safety Responsibilities:
- Take every reasonable precaution to protect the health and safety of fellow employees, themselves, and any other person at or in the vicinity of a work site, as well as cooperate with all persons involved to that end.
- Read, understand, and comply with the company’s safety policies, rules, procedures, and practices.
- Notify management of any unsafe or harmful acts or conditions that may impact health, safety, or the environment.
- Promptly report to management all incidents, including injuries, illnesses, and near misses.
- Observe general principles of incident prevention and participate in the requirements of the safety program.
- Use devices and wear PPE as per regulatory requirements and ’s standards.
- Refrain from causing or participating in harassment or violence.
- Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and practices.
- When performing work on behalf of on a client’s work site, abide by the policies, rules, and procedures that are stipulated within the client’s safety program.
- Cooperate with any person exercising a duty imposed by the provincial OHS Act, Regulations, or Code.
- Comply with the provincial OHS Act, Regulations, and Code.
- Set an example for good safety conduct.
About Service Global, Inc.
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 800 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, IRON has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.