Desktop Support Analyst (VDI/EUC)

Immediate need for a talented Desktop Support Analyst (VDI/EUC). 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:26-08944

Pay Range: $30 - $32/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:

• 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.

Key Requirements and Technology Experience:

• Key Skills;Desktop support, VDI, EUC, Citrix, VMWARE, Intune, SCCM, JAMF.
• 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 Financial 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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Salary : $30 - $32