IT Support Analyst (Endpoint / Service Desk)

## About the Role The IT Support Analyst role at name is a critical position that requires a strong technical foundation and excellent problem-solving skills. As a key member of the IT support team, you will be responsible for providing top-notch support to end-users accessing systems via Azure Virtual Desktop (AVD). Your day-to-day responsibilities will involve troubleshooting a range of technical issues, from login problems and session disconnects to performance issues and application access problems. You will also be working closely with the team to ensure seamless integration of new technologies and updates, following defined processes and runbooks to minimize downtime and optimize system performance.

The role is hands-on, with a focus on supporting end-users who rely on AVD for their daily work. You will need to be comfortable working in a fast-paced environment, prioritizing tasks, and managing multiple issues simultaneously. Your technical expertise will be essential in resolving complex problems, and your excellent communication skills will be crucial in explaining solutions to non-technical stakeholders. The company is committed to providing clear scope and expectations, ensuring that you have the support and resources you need to excel in your role.

As a member of the IT support team, you will be part of a collaborative and dynamic environment. You will be working closely with other technical experts, sharing knowledge and best practices to continuously improve the team's performance. The company encourages professional growth and development, providing opportunities for training and advancement into leadership roles. With a strong focus on innovation and customer satisfaction, this role offers a unique chance to make a meaningful impact on the company's success.

## What You Will Do - Provide L1-L2 support for users accessing systems via Azure Virtual Desktop (AVD), resolving technical issues promptly and efficiently.

• Troubleshoot login issues, session disconnects, performance problems, and application access problems, using a range of diagnostic tools and techniques.
• Support local laptops used primarily for AVD connectivity, ensuring that hardware and software configurations are optimized for seamless integration.
• Manage Nerdio-managed AVD environments, including dynamic host pools, golden image updates, and software distribution to AVD hosts.
• Support user access and devices via Active Directory (AD), Microsoft Entra ID (Azure AD), and Intune, ensuring that users have the necessary permissions and access to perform their roles.
• Provide operational support for PrinterLogic, Mimecast, and Zscaler, troubleshooting issues and performing routine maintenance tasks.
• Perform daily checks, follow change processes, and escalate issues when required, ensuring that the IT environment is stable and secure.
• Collaborate with other technical teams to resolve complex technical issues, sharing knowledge and expertise to drive continuous improvement.
• Participate in the development and maintenance of technical documentation, ensuring that knowledge is shared and accessible across the organization.
• Stay up-to-date with the latest technologies and trends, attending training sessions and webinars to enhance your technical skills and knowledge.

## What We Are Looking For - Experience in Service Desk, IT Support, or Endpoint Support, with a strong technical foundation and excellent problem-solving skills.

• Hands-on experience supporting Azure Virtual Desktop (AVD), with a deep understanding of the technology and its applications.
• Experience working with Nerdio, with a strong understanding of its capabilities and limitations.
• Strong Windows 10/11 troubleshooting skills, with the ability to resolve complex technical issues promptly and efficiently.
• Familiarity with Active Directory and user account management, with a strong understanding of permissions and access control.
• Comfortable working in structured, process-driven environments, with a strong attention to detail and a methodical approach to problem-solving.
• Strong written and spoken English (B2 or above), with excellent communication and interpersonal skills.
• Ability to work independently and as part of a team, with a flexible and adaptable approach to changing priorities and deadlines.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box.

## Nice to Have - Experience with other virtual desktop technologies, such as VMware or Citrix.

• Knowledge of scripting languages, such as PowerShell or Python.
• Familiarity with IT service management frameworks, such as ITIL.
• Experience with project management tools, such as Jira or Asana.
• Certification in IT support or a related field, such as CompTIA A+ or Cisco CCNA.

## Benefits and Perks - Competitive pay, with a comprehensive benefits package and opportunities for professional growth and development.

• Fully remote work arrangement, with the flexibility to work from anywhere and maintain a healthy work-life balance.
• Clear scope and expectations, with a supportive and collaborative team environment.
• Hands-on experience with AVD and enterprise tools, with opportunities to develop new skills and expertise.
• Opportunity to grow and advance into leadership roles, with a commitment to career development and succession planning.
• Access to a range of training and development programs, with a focus on technical skills and personal growth.
• A dynamic and innovative work environment, with a team of experienced professionals who are passionate about technology and customer satisfaction.

- Ensure you have a strong understanding of Azure Virtual Desktop and Nerdio, with hands-on experience in supporting these technologies.

• Develop your problem-solving skills, with a focus on analytical thinking and creative problem-solving.
• Improve your communication skills, with a focus on clear and concise communication with technical and non-technical stakeholders.
• Be prepared to provide examples of your experience and skills, with a focus on specific scenarios and challenges you have faced.
• Research the company and its culture, with a focus on understanding the values and expectations of the organization.
• Be flexible and adaptable, with a willingness to learn and take on new challenges and responsibilities.
• Consider obtaining relevant certifications, such as CompTIA A+ or Cisco CCNA, to demonstrate your expertise and commitment to the field.