HT
Desktop Support Lead Analyst
h3-Technologies
Location not stated
Staff / Principal
2 months ago
- Citrix
- VMware
- Intune
- SCCM
- Jamf
- ServiceNow
- Active Directory
- ITIL
- Incident Management
- CompTIA A+
- Excel
2 months ago
Location: Baltimore, Maryland 21244
Duration: 4 Years
POSITION OVERVIEW
The Desktop Support Lead Analyst delivers advanced Level 2 technical support across physical desktop environments and Virtual Desktop Infrastructure (VDI) platforms. Operating on-site within a regulated financial services context, this role leads hardware, software, and remote workspace support while mentoring technicians and coordinating day-to-day operations. The primary focus is ensuring seamless endpoint uptime, resolving escalated incidents, and driving collaboration across engineering, network, and security teams.
DAY-TO-DAY RESPONSIBILITIES
- Provide Level 2 technical support for corporate desktops, laptops, mobile devices, printers, and conference room technology.
- Troubleshoot VDI platforms (Citrix, VMware Horizon, Azure Virtual Desktop, w365) including login errors, session performance, profile loading, and application delivery.
- Configure, deploy, maintain, and patch workstations and mobile devices using enterprise management tools (Intune, SCCM, Jamf).
- Investigate and resolve complex incidents escalated from Level 1 support while managing ticket lifecycles and SLAs in ServiceNow.
- Lead and mentor desktop support technicians, coordinate workload distribution, and serve as an escalation contact for critical incidents.
- Ensure endpoint compliance with corporate security, encryption, multi-factor authentication, and financial services regulatory policies.
- Desktop & Enterprise IT Support – 6+ years
- VDI Support (Citrix, VMware Horizon, Azure Virtual Desktop, or w365) – 3+ years
- Enterprise Endpoint & Device Management (Intune, SCCM, or Jamf) – 3+ years
- Active Directory & Office 365 Administration
- ITIL Foundation & Incident Management
- Industry Certifications (CompTIA A+, Microsoft Modern Desktop Administrator)
- Root Cause Analysis & Technical Documentation
The ideal candidate is a hands-on technical lead with extensive experience managing physical and virtual desktop infrastructure in enterprise settings. They possess strong leadership abilities to mentor junior technicians, excel at structured troubleshooting, and communicate clearly with both technical teams and non-technical business users. Self-motivated, dependable, and process-driven, they thrive in fast-paced, regulated operational environments requiring full-time on-site presence.
Desktop Support Lead Analyst · h3-Technologies