Field Support Senior Practitioner 6359713

Key Responsibilities

• 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.
• Aid users with enterprise productivity applications and internal business systems.
• Support conference room technology, printers, and collaboration platforms.
• Provide technical support for VDI platforms such as Citrix, VMware Horizon, or Azure Virtual Desktop.
• 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.
• 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.
• Investigate and resolve complex incidents related to desktop systems, VDI sessions, applications, and connectivity.
• Document troubleshooting steps and resolutions within the ServiceNow.
• Meet defined service level agreements (SLAs) and service quality targets.
• Escalate issues to infrastructure, virtualization, or engineering teams when necessary.
• Ensure endpoints and virtual desktop sessions comply with corporate security policies and regulatory requirements.
• Support multi-factor authentication, endpoint protection, encryption, and access controls.
• Remediate endpoint or VDI-related security incidents.
• Identify recurring issues and recommend process improvements or automation opportunities.

Basic Qualifications

• A minimum of 3+ years of experience in desktop support, end user computing, or IT support roles.
• A minimum of 3+ years of experience with troubleshooting Windows desktop environments and enterprise applications.
• Hands-on experience supporting VDI platforms (Citrix, VMware Horizon, Azure Virtual Desktop, w365).
• Familiarity with Active Directory, group policies, and identity management.
• Experience with ITSM tools (ServiceNow, Jira Service Management, etc.).
• Strong troubleshooting skills for hardware, operating systems, and application issues.

Preferred Qualifications

• Advanced proficiency in Communication Skills.
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Excellent communication and customer service 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.