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Desktop Support

Artech LLC

NewYork, NY

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JOB DETAILS
SALARY
$40–$48 Per Hour
SKILLS
Access Control, Analysis Skills, Applications Security, Asset Management, Authentication, Automation, Business Solutions, Citrix Product Family, Communication Skills, Computer Certifications, Computer Maintenance, Computer Security, Computer Workstations, Continuous Improvement, Cross-Functional, Cryptography, Customer Relations, Customer Support/Service, Data Analysis, Desktop Administration, Desktop Environments, Desktop PC, Desktop Virtualization, Documentation, Endpoint Security, Enterprise Applications, Enterprise Endpoint, Establish Priorities, Financial Services, Follow Through, Help Desk, High School Diploma, Identify Issues, Incident Management, Internet Security, Inventory Management, Inventory Reports, Knowledge Base, Laptop PC, Leadership, Mac Operating System, Maintain Compliance, Maintenance Services, Mentoring, Microsoft Active Directory, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, On Call, Operating Systems, Organizational Skills, Peripheral Hardware, Printers, Problem Solving Skills, Process Improvement, Project/Program Coordination, Regulatory Compliance, Regulatory Requirements, Remote Access, Root Cause Analysis, Security Compliance, Service Delivery, Service Level Agreement (SLA), Software Administration, Software Installation, Software Patches, Software Upgrades, System Center Configuration Manager (SCCM), System Operations, Systems Administration/Management, Team Player, Technical Support, Technical Writing, Virtualization
LOCATION
NewYork, NY
POSTED
4 days ago
Desktop Support
Baltimore, MD
Remote? In office? Hybrid?: In office
Resource needs to be local?: Yes
Visa restrictions?: No

Must-Have skills for the role:
"Experience troubleshooting Windows desktop environments and enterprise applications.
"Hands-on experience supporting VDI platforms (Citrix, Client Horizon, Azure Virtual Desktop, w365 ).
"Deep knowledge of desktop support environments including Windows/macOS, Office 365, Active Directory, device management, and ticketing systems
"Strong troubleshooting and problem-solving skills across hardware, software, networking, and end-user issues
"Excellent communication and customer service abilities, with the ability to support both technical and non-technical users
"Leadership experience mentoring technicians, coordinating workload, and escalating critical issues appropriately
"Ability to prioritize multiple support requests in a fast-paced environment while maintaining SLA targets
"Experience with incident management, root cause analysis, and process improvement initiatives
"Reliable, organized, and accountable with strong documentation and follow-through skills
"Collaborative mindset with the ability to work cross-functionally with infrastructure, security, and application teams

Nice-to-have 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:
oCompTIA A+
oClient Modern Desktop Administrator
oITIL Foundation
oCitrix or Client end-user computing certifications

Key Responsibilities:
The Desktop Support Lead Analyst provides advanced technical support to end users across the organization, ensuring reliable operation of desktop systems, laptops, mobile devices, virtual desktops, and enterprise applications. This role serves as the escalation point for Level 1 support and is responsible for resolving complex technical issues in both physical desktop and Virtual Desktop Infrastructure (VDI) environments.
The technician works closely with infrastructure, security, networking, and application teams to diagnose and resolve incidents while delivering excellent customer service to business users within a regulated financial services environment.
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 Client 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, Client 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.
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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.
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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 ServiceNow.
Meet defined service level agreements (SLAs) and service quality targets.
Escalate issues to infrastructure, virtualization, or engineering teams when necessary.
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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.
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Collaboration & Continuous Improvement
Collaborate with network, infrastructure, virtualization, cybersecurity, and application teams to resolve issues.
Create and maintain technical documentation and knowledge base articles.
Participate in technology rollouts, system upgrades, and office moves.
Identify recurring issues and recommend process improvements or automation opportunities.

Required Qualifications:
"6-7 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 and enterprise applications.
"Hands-on experience supporting VDI platforms (Citrix, Client Horizon, Azure Virtual Desktop, w365 ).
"Deep knowledge of desktop support environments including Windows/macOS, Office 365, Active Directory, device management, and ticketing systems
"Strong troubleshooting and problem-solving skills across hardware, software, networking, and end-user issues
"Excellent communication and customer service abilities, with the ability to support both technical and non-technical users
"Leadership experience mentoring technicians, coordinating workload, and escalating critical issues appropriately
"Ability to prioritize multiple support requests in a fast-paced environment while maintaining SLA targets
"Experience with incident management, root cause analysis, and process improvement initiatives
"Reliable, organized, and accountable with strong documentation and follow-through skills
"Collaborative mindset with the ability to work cross-functionally with infrastructure, security, and application teams
Preferred Qualifications:
"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:
oCompTIA A+
oClient Modern Desktop Administrator
oITIL Foundation
oCitrix or Client end-user computing certifications
Key Competencies
"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

Work Environment
"This position requires full-time, on-site presence five days per week.
"Office-based or hybrid environment supporting corporate users.
"Regular support of remote users accessing virtual desktop environments.
"May require occasional after-hours support or on-call rotation for critical incidents.
"Some physical activity, including installing or moving equipment.

Years of experience needed: 8
Industry experience needed?: No
Education needed for the role: High School Diploma
Chances of extension?: yes

About the Company

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Artech LLC