Desktop Support Analyst (VDI/EUC)

Immediate need for a talented Desktop Support Analyst (VDI/EUC). This is a 12+months contract opportunity with long-term potential and is located in Baltimore, MD (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-08944

Pay Range: $30 - $32/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• End User Support
• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Support users accessing Virtual Desktop Infrastructure (VDI) environments including troubleshooting login issues, session performance problems, profile issues, and application access.
• Troubleshoot and resolve hardware, operating system, application, and connectivity issues escalated from Level 1 support.
• Support Microsoft Windows environments across both physical endpoints and virtual desktops.
• Assist users with enterprise productivity applications and internal business systems.
• Provide support for conference room technology, printers, and collaboration platforms.
• VDI & Remote Workspace Support
• Provide technical support for VDI platforms such as Citrix, VMware Horizon, or Azure Virtual Desktop.
• Troubleshoot issues related to:
• VDI session connectivity
• Authentication and access issues
• Profile loading or roaming profile errors
• Performance and latency problems
• Application delivery within virtual environments
• Assist with testing and validating VDI updates, patches, and environment changes.
• Work with infrastructure and virtualization teams to escalate and resolve backend VDI platform issues.
• Device & Endpoint Management
• Configure, deploy, and maintain corporate workstations, laptops, and mobile devices.
• Manage devices using enterprise endpoint management tools (e.g., Intune, SCCM, Jamf, or similar).
• Perform software installations, upgrades, and patching in accordance with IT standards.
• Maintain hardware inventory and asset records and ensure compliance with asset management policies.
• Support endpoint connectivity to VDI platforms and remote access solutions.
• Incident & Service Request Management
• Investigate and resolve complex incidents related to desktop systems, VDI sessions, applications, and connectivity.
• Document troubleshooting steps and resolutions within the Client.
• Meet defined service level agreements (SLAs) and service quality targets.
• Escalate issues to infrastructure, virtualization, or engineering teams when necessary.
• Security & Compliance
• Ensure endpoints and virtual desktop sessions comply with corporate security policies and regulatory requirements.
• Support multi-factor authentication, endpoint protection, encryption, and access controls.
• Assist with remediation of endpoint or VDI-related security incidents.
• Maintain awareness of security and compliance standards common in financial services environments.

Key Requirements and Technology Experience:

• Key Skills;Desktop support, VDI, EUC, Citrix, VMWARE, Intune, SCCM, JAMF.
• 3-5 years of experience in desktop support, end user computing, or IT support roles
• High School Diploma or GED in relevant field of studies.
• Experience troubleshooting Windows desktop environments, enterprise applications and hardware.
• Hands-on experience supporting VDI platforms (Citrix, VMware Horizon, Azure Virtual Desktop, w365 ).
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Experience with Ticketing tools
• Excellent communication and customer service skills.
• Advanced proficiency in Communication Skills
• Intermediate proficiency in Problem Solving
• Intermediate proficiency in Project Coordination
• Intermediate proficiency in Data Analysis
• Advanced proficiency in Team Collaboration
• Relevant certifications such as:
• CompTIA A+
• Microsoft Modern Desktop Administrator
• ITIL Foundation
• Citrix or VMware end-user computing certifications
• Familiarity with Active Directory, group policies, and identity management.
• Experience in troubleshooting Client OS
• Experience with troubleshooting mobile devices
• Advanced troubleshooting and analytical skills
• Customer-focused service delivery
• Ability to support both physical endpoints and virtual desktop environments
• Strong documentation and process discipline
• Ability to prioritize and manage multiple support requests

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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