Desktop Support

The Desktop Support is primarily responsible for providing secure, reliable, and end-user technology support within a regulated financial services environment. This role ensures that physical and virtual desktop (VDI), laptop, mobile, and peripheral systems operate efficiently and in compliance with organizational security standards and regulatory requirements. This position may require occasional afterhours or weekend work. This position is an escalation point for the PCFCU help desk.

Responsibilities

Desktop & Virtual Environment Management

• Deploy, configure, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and related peripherals across the organization.
• Manage desktop operating system deployments, software installations, patching, and upgrades in accordance with organizational standards.
• Monitor desktop performance and proactively identify opportunities to improve reliability, efficiency, and user experience.
• Assist with onboarding and offboarding activities, including workstation setup, hardware deployment, access validation, and equipment recovery.
• Support conference room technology, collaboration platforms, and end-user communication tools.
• Coordinate with infrastructure, cybersecurity, and application teams to resolve complex technical issues and ensure seamless service delivery.
• Participate in desktop lifecycle management activities, including hardware refresh planning, asset replacement, and inventory management.
• Provide exceptional customer service and technical support to associates while maintaining strong ownership and accountability for issue resolution.
  
  

Security, Vulnerability & Business Continuity

• Ensure desktop systems and endpoint devices remain secure, compliant, and aligned with organizational security standards and regulatory requirements.
• Perform endpoint patch management, vulnerability remediation, and security updates to reduce organizational risk.
• Assist with monitoring and responding to endpoint security alerts, malware incidents, and suspicious activity in coordination with the cybersecurity team.
• Participate in disaster recovery and business continuity planning, testing, and recovery efforts related to end-user computing systems.
• Document and escalate security concerns, recurring technical issues, and operational risks as appropriate.
• Follow change management procedures for desktop and endpoint-related changes that may impact associates or business operations.
  
  

Documentation & Operational Support

• Create, maintain, and update technical documentation, standard operating procedures, knowledge base articles, and support guides.
• Document desktop configurations, deployment procedures, troubleshooting processes, and operational standards to ensure consistency and knowledge sharing.
• Maintain accurate inventory records for endpoint devices, peripherals, software licensing, and assigned equipment.
• Track, update, and resolve service tickets within the IT service management platform while meeting established service level expectations.
• Provide timely communication and status updates to associates regarding incidents, requests, and ongoing technical issues.
• Assist in identifying trends, recurring problems, and opportunities for process improvement within desktop support operations.
• Collaborate with team members and leadership to continuously improve desktop support services, operational efficiency, and the overall associate experience.
• Perform additional duties as assigned to support IT operations and organizational goals.
  
  

Qualifications

• High school diploma required. Degree in information technology or a related field preferred.
• 2 years of experience in a technology support role.
• Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, or equivalent experience.
• In-depth knowledge of Horizon.
• Experience in deploying, configuring, and maintaining Horizon templates and Windows Desktop deployments.
• Experience in deploying, configuring and maintaining Dell Wyse Thin Clients.
• Proficiency in scripting languages such as PowerShell and/or Bash for automation tasks.
  
  

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.