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Desktop Support Analyst

Pyramid Consulting, Inc

Baltimore, MD

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JOB DETAILS
SALARY
$25–$30 Per Hour
SKILLS
Access Control, Analysis Skills, Artificial Intelligence (AI), Asset Management, Authentication, Automation, Business Solutions, Citrix Product Family, Communication Skills, CompTIA A+, Computer Certifications, Computer Maintenance, Computer Security, Computer Workstations, Consulting, Continuous Improvement, Cryptography, Customer Relations, Customer Support/Service, Data Analysis, Desktop Administration, Desktop Environments, Desktop PC, Desktop Virtualization, Documentation, Employee Benefits, Endpoint Security, Enterprise Endpoint, Establish Priorities, Financial Services, Help Desk, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Inventory Management, Inventory Reports, Knowledge Base, Laptop PC, Maintain Compliance, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, On Call, Operating Systems, Peripheral Hardware, Printers, Problem Solving Skills, Process Improvement, Project/Program Coordination, Regulatory Compliance, Regulatory Requirements, Remote Access, Security Compliance, Service Delivery, Service Level Agreement (SLA), Short Messaging Service (SMS), Software Installation, Software Patches, Software Upgrades, System Center Configuration Manager (SCCM), Systems Administration/Management, Technical Support, Technical Writing, VMWare, Virtualization
LOCATION
Baltimore, MD
POSTED
1 day ago
Immediate need for a talented Desktop Support Analyst . 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:26-17714

Pay Range: $25 - $30/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:
  • Location: Baltimore, MD (Owings Mills Office) – Onsite
  • 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.
  • 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.
  • 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.
Key Requirements and Technology Experience:
  • 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 IT 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.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
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