Field Support Senior Practitioner

What you'll do

• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot and resolve complex issues within Virtual Desktop Infrastructure (VDI) environments like Citrix or VMware Horizon.
• Manage the deployment, configuration, and maintenance of corporate workstations using tools like Intune or SCCM.
• Perform software installations, updates, and patching in accordance with established IT standards.
• Resolve hardware, operating system, and connectivity issues escalated from Level 1 support.
• Document troubleshooting steps and resolutions within ServiceNow while meeting defined service level agreements.
• Ensure all endpoints and virtual sessions comply with corporate security policies and financial regulations.
• Create technical documentation and knowledge base articles to improve internal processes and automation.

What we're looking for

• A High School Diploma or GED is required.
• Candidates must have at least 3 years of experience in desktop support, end user computing, or IT support roles.
• Candidates must have at least 3 years of experience troubleshooting Windows desktop environments and enterprise applications.
• Hands-on experience supporting VDI platforms such as Citrix, VMware Horizon, or Azure Virtual Desktop is required.
• Experience with Active Directory, group policies, and identity management is required.
• Experience using ITSM tools like ServiceNow or Jira Service Management is required.
• Advanced proficiency in communication skills and team collaboration is preferred.
• Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation, or Citrix/VMware are preferred.