Description

job responsibilities include:

Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, and enterprise applications.

Serve as the primary escalation point for complex end-user computing and desktop support issues.

Support and troubleshoot VDI environments, including Citrix, VMware Horizon, Azure Virtual Desktop, and Windows 365.

Resolve issues related to session connectivity, authentication, application access, profile loading, and performance.

Configure, deploy, maintain, and support corporate endpoints using enterprise device management tools.

Manage software installations, upgrades, patching, and endpoint lifecycle activities.

Investigate and resolve incidents while adhering to established SLAs and support standards.

Desired Qualifications:

High School Diploma or GED required.

8+ years of experience in desktop support, end-user computing, or enterprise IT support environments.

Strong experience supporting:

Windows Desktop Environments

Microsoft Office 365

Active Directory

Device Management Platforms

Enterprise Ticketing Systems

Hands-on experience with Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.

Strong troubleshooting skills across hardware, software, networking, virtual desktop, and end-user technologies.

Experience with endpoint management solutions such as Intune, SCCM, Jamf, or similar tools.

Preferred Qualifications:

CompTIA A+ Certification

Microsoft Modern Desktop Administrator Certification

ITIL Foundation Certification

Citrix or VMware End User Computing Certifications

Experience with project coordination and enterprise technology deployments

Knowledge of endpoint security, encryption, MFA, and compliance requirements

Key Competencies:

Advanced troubleshooting and analytical skills

Customer-focused service delivery

Strong leadership and team collaboration

Support of physical and virtual desktop environments

Excellent documentation and process management skills

Ability to prioritize multiple requests in high-volume support environments

Key Skills

Education

Any Graduate